HIT Global

Making IT service management human-centred

Join Katrina Macdermid and Wesley Eugene on the Humanising IT™ Podcast as they challenge, debate, and add humor to IT service management. Featuring global thought leaders, they discuss chapters from Katrina’s best-selling book and explore integrating ITSM with human-centered design to create user-focused IT services.

Whether you’re an IT professional, a designer, or curious about IT’s future, the Humanising IT™ Podcast offers valuable insights and inspiration. Tune in and discover how to make ITSM human-centered.

David Ratcliffe

President - Pink Elephant

Why do things go wrong in IT service management?

Join Katrina Macdermid and Wesley Eugene on the first episode of the Humanising IT™ podcast with special guest David Ratcliffe, president of Pink Elephant. They delve into ITSM complexities, discussing how human-centered design can revolutionise the field.

Key topics include insights from Katrina’s book, “Human-Centered Design for IT Service Management,” and the evolution of ITSM from a process-driven framework to a human-focused approach. David shares his experiences and introduces Pink Elephant’s new Integrated ITSM model, which combines traditional ITSM with agile, lean, and organisational change management practices.

Tune in for a thought-provoking discussion that challenges conventional ITSM practices and advocates for a more humanised, experience-led approach to IT service delivery.

Don’t miss the premiere of the Humanising IT™ podcast!

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Katrina Macdermid &
Wesley Eugene

The Real Value of IT Service Management

Welcome to another insightful episode of the Humanising IT™ Podcast with Katrina Macdermid and Wesley Eugene. In this episode, Katrina and Wesley dive into the complexities of IT Service Management (ITSM) and debate the value of traditional maturity assessments. They share their thoughts on how these models often fall short of measuring what truly matters, like culture, user experience, and real-world impact. With Katrina’s consulting background and Wesley’s experience as a CIO, they explore whether ITSM needs to evolve into a broader enterprise service management approach.

The conversation heats up when they tackle the question, “Should we take the IT out of IT Service Management?” Wesley argues for a more inclusive approach, integrating HR, finance, and other departments into ITSM, while Katrina stands firm that IT needs to retain its unique focus. They conclude with a call for IT professionals to own the user experience and recognize the critical role they play in delivering value—not just technology.

Whether you’re an IT professional, a leader, or just curious about the future of IT, this episode will challenge your thinking and inspire you to look beyond processes and frameworks to see the human side of IT.

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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.

The Humanising IT™ Podcast