MARK BOYER_
Keynote — 2025

Why do so few ITSM professionals make the C‑Suite?

MARK BOYER
Global Services Director
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MARK BOYER
Global Services Director
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Softcat
Now
The Workshop
T‑Systems
Managed 24/7
SCC
CDW
01Relationship
02Failure
03Value
04Ambition
05Language
06Branding
The Truth.
ITSM is Leadership.
01Stakeholder Management
01Stakeholder Management
02Risk & Resilience
01Stakeholder Management
02Risk & Resilience
03Customer Experience
01Stakeholder Management
02Risk & Resilience
03Customer Experience
04Navigating Complexity
UnderstandInsightsDefineIdeateBuildTestMVP
Understand
Create
Deliver
Viability
Desirability
Feasibility
Organisational
behaviour
Product
& value
Design &
interactivity
Three shifts
FromProcess↓Product
FromOperational↓Strategic
FromFrameworks↓Fluency
Three shifts
FromProcess↓Product
FromOperational↓Strategic
FromFrameworks↓Fluency
Three shifts
FromProcess↓Product
FromOperational↓Strategic
FromFrameworks↓Fluency
Three shifts
FromProcess↓Product
FromOperational↓Strategic
FromFrameworks↓Fluency
Start‑ups aren't building IT departments.
They're building capabilities.
Everyone's a technologist now.
Finance automates workflows.
Marketing builds dashboards.
Operations deploy bots.
The competition isn't the next ITSM Manager.
It's irrelevance.
If accountants can do it.
So can we.
Authenticity
Curiosity
Network
Language
Visibility
Leaders aren't appointed.
They're recognised.
Mark Forster
Mark Forster
Softcat
Chief Technology Officer
Services Director
Earlier career
Managing Director
Operations Director
Head of Operations
Service Desk Analyst
Lead
Challenge
Influence
The Truth.
ITSM is Leadership.
Keynote — 2025
Thank you.
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MARK BOYER
Global Services Director