Why the Industry That Manages Change Can’t Handle It

ITSM was built to help organisations manage change, yet the uncomfortable truth is that ITSM itself resists it. For years we’ve hidden behind frameworks, certifications, and “best practice,” while the world around us moved on. AI is rewriting operations, design thinking is redefining customer experience, and flow has replaced process as the true measure of value.

This session challenges the industry’s self-preserving habits and exposes the illusion of progress that keeps ITSM trapped in its past. Mark Boyer will explore what it really takes to build intelligent, adaptive service organisations that design for people, build for flow, and learn at speed.

Because if ITSM can’t change itself, it has no right to lead change for anyone else.