The 7 Myths of Service Management (EN)
Service management is everywhere — yet many organisations still struggle to deliver real value, despite investing in frameworks, tools, and transformations.
This keynote challenges seven deeply embedded myths that shape how service management is understood and practiced. From the belief that more process leads to better outcomes, to the assumption that tools or SLAs define success, these myths quietly drive complexity, slow down delivery, and disconnect teams from what truly matters.
Rather than focusing on frameworks, this session reframes service management as a capability for enabling value across the organisation. By exposing these myths and offering practical shifts in thinking, attendees will gain a clearer, more modern perspective on how to make service management simpler, more effective, and more aligned to real outcomes.
Key takeaways
- It’s about value, not control — Service management should enable outcomes and flow, not restrict them.
- Simplicity beats complexity — More process and tools don’t equal better service; reducing friction does.
- It’s bigger than IT — Service management delivers real impact when it spans the whole organisation.