2025 Schedule

Are your ITSM tools delivering the value you paid for — or quietly draining your budget, time, and talent?
While digital agility is everything these days, many organizations are discovering that their once-promising service management platforms have become bloated, overly complex, and wildly expensive to maintain.
This session pulls back the curtain on the real costs of ITSM: not just in dollars, but in productivity, user experience, and innovation potential. Whether you're a CIO, transformation leader, or strategic decision-maker, you'll gain a sharp lens on where your ITSM approach may be quietly failing you — and why more isn't always better.
We won't offer one-size-fits-all fixes. But we will arm you with the questions, insights, and decision points every leader should be asking before their next renewal cycle. If you're ready to challenge the status quo, rethink value, and explore smarter paths forward — this is your seat at the table.

Takeaway

1. A behind-the-scenes look at the real cost of ITSM complexity, and why it's quietly eroding innovation, experience, and ROI across your organization.
2. Clarity on the most common pitfalls in ITSM platform investments, including the red flags leaders often miss until it's too late.
3. An executive-level lens on what "right-sized" ITSM looks like in today's agile, cost-conscious, experience-driven environment.
4. The critical questions every leader should ask before renewing, or replacing, their ITSM toolset.
5. Insight into emerging service management trends that are reshaping what "good" looks like in a world of leaner, smarter, and more human-centered operations.