Case Study: Empathy and IT service management in a busy hospital
In 2019, before the Covid-19 pandemic, Ben Reid had a problem. The IT service desk was meeting all its KPIs. Service desk analysts were responding
About HIT Global
HIT Global Ltd, founded in November 2022 by industry thought-leaders Katrina Macdermid and Mark Basham, stands as the driving force behind the revolutionary online app training platform, Humanising IT™. Katrina, a globally renowned entrepreneur and award-winning author, collaborated with Mark, a seasoned Board Advisor, Investor, and CEO, to harness their combined expertise and passion, aiming to disrupt the IT service management industry.
What distinguishes HIT Global is not only the impressive credentials of its founders but also the company’s mission to put the “HEART” into IT service management. Humanising IT challenges traditional process driven frameworks and bridges the gap between the business and IT through its award-winning training approach.
More than just a business venture, ‘Humanising IT™’ represents a game-changer that sets new standards of excellence in IT service management. Humanising IT™ training empowers IT professionals to design IT services beyond mere functionality; it fosters innovation to stay ahead of the ever-evolving tech landscape, resulting in reduced support costs and the right user experiences.
About the Founder
KATRINA MACDERMID || Co-founder & Director HIT Global, Creator: Humanising IT
Katrina Macdermid has achieved international acclaim for her pioneering work, as seen in her best- selling book ‘Human-centered design for IT service management.’ In collaboration with her business partner, Mark Basham, she has developed the award-winning online course ‘Humanising ITTM,’ based on the principles outlined in her book.
As a visionary and thought leader in IT service management, Katrina’s impact is extensive. Her unwavering commitment to integrating human-centered design into IT services has earned her global recognition as a true trailblazer, consistently shaping the future of IT service management and inspiring countless individuals along the way.
Leaders Paving the Way for Change
MARK BASHAM
Co-founder & Director
HIT Global,
& former CEO Axelos
A strategic thinker and business leader, Mark’s expertise in operationalising strategies complements Katrina’s vision.
KATRINA MACDERMID
Co-founder & Director
HIT Global,
& Creator: Humanising IT
An award-winning author and IT service management guru, Katrina brings her groundbreaking vision of human-centred IT to life.
WESLEY EUGENE
SVP North America
HIT Global,
& former Partner & CIO: IDEO
With a rich background in IT leadership and extensive interests in human-centric approaches, Wesley is an advocate for creating sustainable and human-friendly tech experiences.
Excellence Recognised Globally
Our accolades reflect our commitment to excellence in IT training and innovation.?????
Real Stories, Real Impact
See what others are saying about our Enterprise Training:
“Courier just delivered the book, looking forward to reading it. In my opinion it should be a reading material for high school students to build passion for technology and user interaction in a very positive and nurturing way.”
Mohammed Huque
Manager, Health Informatics and Clinical Costing, Department of Health, Tasmania
“I have just finished reading Katrina Macdermid’s book on Humanising IT. I must say, it is a fantastic, entertaining and on-the-money guide to making IT more human-friendly. Much of my time in IT leadership has been spent trying to put words to what Katrina so eloquently describes in just the right amount of detail. It’s rare to read any IT service management text that talks about “lived experience” of customers, and empathy with business users.”
Brett Randall
Founder and Principal Consultant
“Having had the pleasure of working with Katrina and now experiencing the joy of this accomplishment with her, how could I not be prouder of this woman! Keep paving the way Katrina, keep writing and taking others on the Humanising IT path.”
Mary-Beth Hosking MBT
Chief Executive Officer, Vic ICT For Women
Transformative Success Stories
Explore success stories that showcase the transformative power of Humanising IT™ Enterprise Training:
Case Study: Intensive care, with Professor Michael Buist
Dr Michael Buist is an intensive care specialist with a unique perspective from both sides of the hospital curtain, having himself almost died twice due
What Sets Us Apart: HIT Global’s Distinctive Edge
At HIT Global, we redefine IT service management excellence with our award-winning and game-chaning approach:
Cultivate Innovation
Explore how a human-centred approach can nurture a culture of collaboration and innovation within your organisation, driving positive change.
Elevate the User Experience
Discover the principles of human-centred design and learn how to design IT services that are intuitive, efficient and tailored to user needs.
Advance Your Career
Acquire specialised skills in human-centred design, a highly sought-after competency that can unlock new career opportunities and enhance your earning potential.
Integrate Psychology
Unlock the psychology used by service-based organisations and learn skills to truly understand your users’ perspectives and challenges to create value driven IT processes and services.
Ready to learn the GAME-CHANGER approach to IT service management?
Join the HIT Global community alongside hundreds of professionals as we pave the way towards a future where IT service management is more than a framework, it’s an experience anchored in empathy where technology serves humanity and delivers improved outcomes.
Ready to
Redefine Your
Tech Journey?
Take the first step towards a future where technology enhances, not hinders, your organization’s potential. At HIT Global, we’re committed to humanizing IT for a brighter, more efficient future.