Confession from a Service Management Consultant:
“Some of the most ‘mature’ ITSM environments I see are quietly failing—because they’re perfect on process and weak on outcomes.”
If your ITSM looks great in audits but still gets complaints from the business, you’re exactly who this session is for.
A free webinar for ITSM leaders who want to escape process overload and build services that truly deliver business value—no matter which framework or tool you use today.
17 March 2026 (Tues) | 10:30 AM – 12:00 PM (UCT +8) | Online (Free)
Hosted by itSMF Malaysia & MindMagine
Why You Can’t Ignore This
Most ITSM teams don’t fail because they picked the wrong framework.
They fail because:
- Processes become the goal, not the means.
- Tools are implemented without solving real pain points.
- Teams work in silos, while customers expect seamless service.
The GITO model was designed to fix exactly this.
Instead of adding “yet another framework”, GITO™ gives you a simple, outcome-focused lens to use on top of the practices you already have—ITIL®, FitSM®, SIAM™, DevOps, Agile, or anything else.
What Is the GITO™ Model?
GITO™ = Govern, Innovate, Transform, Optimize
The GITO model offers a unified way to manage the lifecycle of your services:
Create clarity on direction, policies, and accountability so Service Management work is tied to strategy and risk, not just tickets.
Introduce the right technologies (including AI and automation) to solve real problems in service delivery, not to chase buzzwords.
Align structures, roles, and ways of working so teams can actually execute on change, not just talk about it.
Build continuous improvement into daily work, turning ITSM into a living system rather than a static set of processes.
In this kickoff webinar, you’ll see how the GITO model for ITSM gives you a practical, holistic view that works across any service operation.
Who This Webinar Is For
This webinar is designed for practitioners and leaders who are serious about improving ITSM outcomes:
- IT Service Management Managers & Heads of IT Operations
- Service Desk Managers, Service Owners, Process Owners (Incident, Problem, Change, etc.)
- IT Governance, Risk & Compliance leaders
- Continuous Improvement, Service Excellence, and Digital Transformation leads
- Agile / DevOps Coaches operating in ITSM-heavy environments
- Business and operations leaders who rely heavily on IT services
If you’ve ever said “we’re doing ITIL, but the business is still not happy”, this session will give you a new way forward with the GITO model for ITSM.
What You’ll Learn
By the end of this 90-minute session, you will:
- Understand why traditional ITSM stalls—even when your processes are “by the book”.
- See how the GITO model reframes your work around business outcomes instead of bureaucracy.
- Learn how Governance creates clarity on direction, decision-making, and accountability for ITSM.
- Discover where to apply Innovation, including AI and automation, to reduce friction and improve service experience.
- Explore how Transformation changes structures, collaboration patterns, and behaviours to break down silos.
- See how Optimization ties everything together through metrics, feedback loops, and continuous improvement.
- Get a clear roadmap of the 4 follow-up GITO™ sessions, so you can apply these ideas step by step in your organisation.
You’ll leave with concrete ideas you can bring back to your teams—without having to rip and replace your current ITSM framework.
Why Attend This GITO™ Kickoff (Instead of Yet Another ITSM Webinar)
This is not a framework sales pitch or a tool demo.
This is:
- A practical introduction to the GITO model for ITSM, grounded in real-world consulting and coaching work across Asia and beyond.
- A way to connect your existing ITSM, Agile, Lean, and DevOps practices into one coherent story.
- A foundation for a 4-part GITO™ series, where each session dives deeper into Govern, Innovate, Transform, and Optimize in practice.
If your ITSM currently feels like a checklist, this session will help you turn it into a true value engine.
About the Speaker
Meet Your Guide: Michiel de Boer
Michiel de Boer is Co-Owner and Consulting Director at MindMagine and an Honorary Advisor of itSMF Malaysia.With over 30 years of experience in Service Management, Agile, Lean, and Governance across industries like finance, logistics, aviation, and telco, he is known for turning complex ITSM theory into practical, measurable improvement.Michiel’s coaching-led approach and work with the GITO model for ITSM make him the ideal guide for this webinar.
About the Hosts
itSMF Malaysia Chapter
The IT Service Management Forum (itSMF) Malaysia chapter is a professional community dedicated to advancing ITSM practices. Through events, knowledge-sharing, and networking, it supports organisations in raising service quality, governance, and value.
MindMagine
MindMagine (formerly Quint Malaysia) has been transforming minds and empowering change across Asia since 2001. Specialising in Digital Strategy, Lean-Agile Enterprise, IT & Sourcing Governance, DevOps, and Continuous Learning, MindMagine has trained over 65,000 individuals in more than 25 countries. Its GITO™ approach connects Governance, Innovation, Transformation, and Optimization—forming the backbone of the GITO model for ITSM featured in this webinar.
What Comes After This Session
This webinar is the kickoff to a structured GITO™ journey. During the session, you’ll get a preview of four follow-up events that dive deeper into each pillar of the GITO model for ITSM:
Govern
Aligning ITSM with business strategy, risk, and compliance
Innovate
Aligning ITSM with business strategy, risk, and compliance
Transform
Redesigning structures, roles, and collaboration to support modern ITSMs
Optimize
Building continuous improvement loops, metrics, and feedback into everyday work
By joining this first webinar, you’ll be among the first to access the full GITO™ series and related co-creation workshops offered by itSMF Malaysia, MindMagine and partners.
FAQ
Is this webinar really free?
Yes. The session is free to attend, hosted by itSMF Malaysia and co-hosted by MindMagine Asia.
Will there be a replay?
Yes, registered participants will receive a link to the recording after the event.
Do I need to know the GITO model for ITSM beforehand?
No prior knowledge of GITO™ is needed. Familiarity with ITSM frameworks (like ITIL®, FitSM®, SIAM™, or DevOps practices) will help, but it’s not mandatory.
Will this be relevant if we already use ITIL®, Agile, or DevOps?
Yes. The GITO model is designed to sit on top of your existing practices and make them more coherent, outcome-driven, and aligned with the business.
Don’t add another process to your ITSM stack.
Add a new way of thinking about value.
If you’re ready to move beyond “doing ITIL” and start delivering outcomes that the business actually feels, reserve your place now.
17 March 2026 (Tues) | 10:30 AM – 12:00 PM (UCT +8) | Online (Free)
Hosted by itSMF Malaysia & MindMagine