Breaking Down the Myths: Highlights from Service Management World's Myth-busters Panel

Have you ever heard someone say, "Just slap ITIL on it, and it'll work"? Or maybe, "Fewer complaints mean our service is stellar"? The Myth-busters Panel at Service Management World came prepared to debunk these and more, with plenty of humor, insights, and practical advice.

This dynamic session featured Rae Ann Bruno , Angee Phong , Matt Beran , and moderator Doug Tedder —a dream team ready to tackle service management myths head-on. Here are the highlights!

Common Myths That Made the Panelists Cringe

"More Expensive Equipment Means Better Performance"

Angee Phong called out this common misconception, sharing how over-customized tools became a bottleneck for her team. Lesson learned: Shiny doesn't always mean better.

"IT Professionals Lack Social Skills"

Matt Beran busted this one with a dose of real talk: "Many of us are neurodivergent, but that doesn't mean we lack social skills."

"Customer Experience = Customer Service"

Rae Ann Bruno reminded everyone that high customer satisfaction isn't a magic wand for experience excellence—context matters.

Two Audience Myths That Got Roasted

"Cybersecurity Isn't My Job"

Matt had a reality check: "It takes one soldier to open the gate, and the enemy is in." Cybersecurity is everyone's responsibility, whether managing your badge or being mindful of phishing attempts.

"The Service Desk Is a Dumping Ground"

Angee highlighted how years of treating the desk as the "fix-it-all" zone leads to burnout and low morale. The solution? Build relationships outside of IT and demand that seat at the table.

Nuggets of Wisdom:

• Don't fall for "framework du jour." Whether ITIL, Lean Sigma, or the latest buzzword, Doug warned against jumping into a framework without understanding your goals. It's about critical thinking, not instant fixes.
• Stop waiting to share the good news! As Doug said, "Don't be the department of no." Storytelling can change perceptions about the service desk.
• And that age-old myth, "Fail fast means fail frequently"? Matt reminded us to experiment thoughtfully. "Operationalize your idea system—track it, test it, tweak it."

A Final Quote to Live By:

"ITSM should be a cussword in our industry. If you want a catch-all, it's service management, but not IT." – Matt Beran

From cybersecurity to culture shifts, the Myth-busters Panel set the record straight!

Were you part of the session? Comment below with your top takeaway.

Couldn't join us live at Service Management World this year? Let us know a myth you'd like to see us address next year. :)