Watch the Recording: ITSM Innovation Without Losing Control
More approval gates do not make services safer. They make change slower, harder and, in many organisations, more likely to end in the next outage.
Sean Low takes that idea apart in GITO® Innovate: Reframing ITSM from Gatekeeping to an Innovation Operating Model, a free session hosted by ITSMF Malaysia Chapter and MindMagine. The full recording is now available.
Why gatekeeping backfires
In many organisations, service management means moving requests from open to closed, one at a time. When an outage hits, new controls are added, change grows more complex and teams fall back on workarounds. Sean calls this the friction map, and it ends where it began: another outage.
The alternative is not less governance. It is better governance. Sean introduces the GITO® model (Govern, Innovate, Transform, Optimize), created by MindMagine, where governance as a compass replaces the traffic light. Teams still honour policies and SLAs, but they innovate inside clear boundaries.
What you will learn
- How safe-to-fail boundaries let teams experiment without putting production at risk
- Why decoupling deployments from releases lowers the cost of trying new ideas
- How standard changes and policy as code speed up flow while keeping compliance intact
- How Team Topologies and the reverse Conway manoeuvre align teams to value
- How DORA metrics show that speed and stability can improve together
- A phased 90-day roadmap to make ITSM innovation a daily habit
Proof that rules and creativity coexist
Formula One teams race under strict regulations and still find seconds in the pit lane. Airbnb operates within the law and still created a new kind of holiday experience. Personal income tax filing in Malaysia has been automated without abandoning governance. In each case, governance was not removed. It was made more efficient.
Who should watch
IT service managers, change and release managers, governance leads, DevOps and platform teams, and any leader who wants ITSM innovation to be a habit rather than an occasional workshop.
About the speaker
Sean Low is an ITIL® Master (Version 5) and Senior Consultant at MindMagine, with 30+ years in IT and 20 in IT Service Management. He has led process improvement across industries from aviation to semiconductors, and his coaching-style approach turns ideas into practical results.
What you will learn
- How safe-to-fail boundaries let teams experiment without putting production at risk
- Why decoupling deployments from releases lowers the cost of trying new ideas
- How standard changes and policy as code speed up flow while keeping compliance intact
- How Team Topologies and the reverse Conway manoeuvre align teams to value
- How DORA metrics show that speed and stability can improve together
- A phased 90-day roadmap to make ITSM innovation a daily habit
Proof that rules and creativity coexist
Formula One teams race under strict regulations and still find seconds in the pit lane. Airbnb operates within the law and still created a new kind of holiday experience. Personal income tax filing in Malaysia has been automated without abandoning governance. In each case, governance was not removed. It was made more efficient.
Who should watch
IT service managers, change and release managers, governance leads, DevOps and platform teams, and any leader who wants ITSM innovation to be a habit rather than an occasional workshop.
Watch the full recording
Press play, then explore the GITO model at mindmagine.com. Questions about applying this in your organisation? Send us a message here.
Want to apply the same thinking to AI? Ask us about our Implementing AI Governance: The Malaysia Roadmap masterclass.
