Humanising IT

Katrina Macdermid & Wesley Eugene

Humanising IT: We Need to Talk About IT is the podcast for IT leaders, service management professionals, and digital transformation teams who know that great IT is about more than process, tools, and frameworks. Hosted by Katrina Macdermid and Wesley Eugene and brought to you by HIT Global, this podcast explores how to make IT service management more human, more effective, and more relevant in a world shaped by experience, AI, and constant change. Each episode dives into the real conversations happening across modern IT, including: - IT service management (ITSM) - Human-centred design in IT - ITIL and experience-led service management - Digital employee experience - Service desk and support leadership - IT transformation and organisational change - Humanising AI and modern service design If you work in IT and care about creating services that actually work for the people who use them, this podcast is for you. Whether you’re a CIO, IT leader, service manager, consultant, support professional, or transformation lead, Humanising IT: We Need to Talk About IT will challenge outdated thinking and help you rethink what better IT service really looks like. Expect: - Honest conversations - Fresh perspectives on ITSM - Practical insights you can apply - Thought leadership from experienced voices in the industry - A more human view of IT, service and experience Subscribe to Humanising IT: We Need to Talk About IT for new episodes, expert insights, and modern thinking on the future of IT service management. Explore more from HIT Global: https://www.hitglobal.services/ Learn more about Humanising IT™ training and certification: https://www.hitglobal.services/podcast/

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  1. vor 5 Tagen

    What's Experience Got to Do with IT? (Part 2)

    Can IT service management ever deliver a great employee experience, or are we measuring the wrong things? Shop our courses https://www.hitglobal.services/shop/ 00:00 Introduction 00:01:39 The biggest pressure facing IT service management 00:04:19 Defining value in the public sector 00:07:03 What behavioural psychology teaches IT 00:09:55 Why IT measures the wrong things 00:14:20 Connecting IT metrics to business outcomes 00:17:25 Why the business still sees IT as a cost centre 00:18:13 Designing IT services around people 00:21:20 Where IT service management is heading next 00:23:40 Final thoughts  In Part 2 of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by Chris Barrett and Paul Farrow, Head of IT Service at HM Treasury, to explore why traditional IT service management metrics don't tell the full story. The conversation looks beyond incidents, SLAs and ticket volumes to discuss behavioural psychology, user-centred design, employee experience and why IT leaders need to rethink how they measure success. Drawing on concepts such as Norman Doors, desire paths, customer behaviour and value-based reporting, the panel explores how IT can move from simply keeping systems running to becoming a recognised driver of organisational value. In this episode:  Why IT service management is about making defensible trade-offs  How behavioural psychology can improve IT services  What "Norman Doors" teach us about service design  Why IT measures what's easy instead of what matters  The gap between operational metrics and business outcomes  How employee experience influences organisational performance  Why desire paths reveal how users really behave  The future of value-led IT service management Whether you're a CIO, IT leader, service desk manager, ITSM professional or transformation leader, this episode offers practical ideas for creating better services while demonstrating the value IT delivers. If you're interested in IT service management, IT leadership, employee experience, human-centred design, ITIL, digital transformation, service experience and organisational change, this conversation is well worth your time. Visit HIT Global: https://www.hitglobal.services/ Subscribe for more conversations on Humanising IT, IT leadership and the future of service management.

    What's Experience Got to Do with IT? (Part 2)

  2. 3. Juli

    What's Experience Got to Do with IT?

    What does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create? Shop our courseshttps://www.hitglobal.services/shop/ In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by transformation expert Chris Barrett to explore one of the biggest challenges facing modern IT service management: translating operational excellence into business value. From MTTR and availability metrics to customer churn, technical debt and EBITDA, Chris explains why IT has become trapped in operational reporting while the boardroom is having value conversations without them. The discussion explores why frameworks like ITIL do exactly what they were designed to do, but why organisations also need a "translation layer" that connects IT performance with the outcomes executives actually care about. If you're a CIO, IT leader, IT service management professional, transformation leader or consultant, this episode will challenge the way you think about measuring success and communicating the value of IT. In this episode:  Why IT is often missing from value conversations  The difference between operational metrics and business value  Why MTTR means nothing to the board without context  How customer churn, technical debt and EBITDA should influence IT reporting  Why IT frameworks aren't the problem  The "translation layer" every IT organisation is missing  Why procurement communicates value better than IT  How IT leaders can earn a seat at the board table If you're interested in IT service management, IT leadership, ITIL, digital transformation, CIO leadership, business value, service experience and modern IT operations, this conversation is essential viewing. Visit HIT Global: https://www.hitglobal.services/ Subscribe for more conversations on Humanising IT, IT leadership and the future of service management. 00:00 Introduction00:00:57 What transformation really means00:02:36 Why IT isn't invited into the boardroom00:05:58 Why MTTR means nothing to the CFO00:08:51 Should ITSM budgets be value-led?00:11:06 Why IT still focuses on the wrong metrics00:15:02 Why the CIO starts every board meeting on the back foot00:16:19 What the board actually cares about00:20:37 The missing translation layer in ITSM00:21:53 The risk of value conversations happening without IT00:24:03 Final thoughts

    What's Experience Got to Do with IT?

  3. 4. Juni

    Meet the Godfather of IT Service Management (Part 2)

    What happens when IT service management focuses too much on frameworks and not enough on outcomes? Shop our courses https://www.hitglobal.services/shop/ In Part 2 of this special episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid, Mark Basham and Wesley Eugene continue their conversation with David Ratcliffe, President of Pink Elephant and one of the most influential figures in the history of IT service management. The discussion explores the gap between theory and reality in ITSM, why maturity assessments often fail to drive meaningful change, and how experience management is becoming an increasingly important focus for modern IT organisations. David shares his perspective on leadership, service management frameworks, enterprise service management, and why organisations should focus less on framework adoption and more on solving real business problems. In this episode:  Maturity assessments vs capability assessments  Why ITSM improvement efforts often stall  The growing importance of user experience in IT  How IT service management evolved beyond infrastructure management  Why service level agreements rarely tell the full story  Enterprise Service Management: opportunity or distraction?  Integrated ITSM and bridging the gap between theory and execution  Why leadership still matters more than frameworks or technology This episode is essential viewing for CIOs, IT leaders, ITSM professionals, consultants, service desk leaders and transformation teams looking to improve outcomes rather than simply improve scores. If you're interested in IT service management, IT leadership, user experience, service experience, enterprise service management, ITIL, AI and digital transformation, this conversation offers valuable insight from one of the industry's most experienced voices. Visit HIT Global: https://www.hitglobal.services/ Subscribe for more conversations on Humanising IT, service experience and modern IT leadership. This episode focuses on maturity assessments, experience management, enterprise service management, integrated ITSM, and the leadership principles needed to make ITSM work in practice.  IT service management, ITSM, David Ratcliffe, Pink Elephant, Humanising IT, Katrina Macdermid, HIT Global, IT leadership, user experience in IT, service experience, enterprise service management, ITIL, integrated ITSM, digital transformation, maturity assessments, capability assessments, service management, CIO leadership, ITSM podcast, future of ITSM

    Meet the Godfather of IT Service Management (Part 2)

  4. 18. Mai

    Meet the Godfather of IT Service Management (Part 1)

    What can the “Godfather of IT Service Management” teach us about where ITSM is going next? Shop our courses - https://www.hitglobal.services/shop/ In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid, Mark Basham and Wesley Eugene are joined by David Ratcliffe, President of Pink Elephant, widely regarded as one of the most influential figures in the history of IT service management. This is Part 1 of a wider conversation exploring how ITSM has evolved from theory to practice, and what today’s IT leaders are still getting wrong. David shares his perspective on the early days of ITSM, the role Pink Elephant played in shaping the industry, and why the gap between frameworks and real-world execution still exists today. In this episode: The origins of modern IT service managementHow ITSM evolved from theory into practical applicationWhy frameworks alone don’t run organisationsThe role of people, process and technology in real IT environmentsWhy training, investment and capability building still matterHow AI and modern tooling are changing the landscapeThis episode is especially relevant for CEOs, CIOs, IT leaders, ITSM professionals, consultants and transformation leaders looking to better understand both the history and future of IT service management. If you want to move beyond theory and understand what actually works in practice, this is a conversation worth watching. Watch Part 2 for a deeper dive into AI, training, and the future of IT service management… Coming Soon! Visit HIT Global: https://www.hitglobal.services/ Subscribe for more conversations on Humanising IT, service experience and modern IT leadership.

  5. 26. März

    The Distorted Lens of IT Service Management (Part 1)

    Why does IT service management still get experience so wrong, and what needs to change?   Shop our courses https://www.hitglobal.services/shop/   In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid and Wesley Eugene unpack one of the biggest challenges facing modern IT teams: the growing confusion around experience in IT service management.   Drawing on themes from Katrina’s new book, Humanising IT: The Experience Distortion of IT Service Management, this conversation explores why ITSM frameworks, human-centred design, and user experience are often misunderstood and what IT leaders need to do differently.   From silent sufferers and workaround experts to AI, archetypes, and service design, this episode gets into the practical realities of building better IT experiences without falling into the trap of vague buzzwords or overpromising transformation.   If you're a CIO, IT leader, service desk manager, ITSM professional, IT consultant or transformation lead, this episode will help you think more clearly about how experience should actually be approached in modern IT operations.   In this episode:   Why “experience” has become distorted in IT service managementThe difference between ITSM frameworks and human-centred designWhat archetypes and personas can reveal about IT usersWhy many IT teams design services around process, not peopleHow AI could improve IT experiences and where it still falls shortWhy IT needs practical skills, not just better intentions  This is a valuable episode for anyone interested in IT service management, ITIL, human-centred design, service experience, digital transformation, AI in IT, IT leadership and modern service operations.   Watch, listen and rethink how IT can become more human, more effective and more valuable to the people it serves. Transcript provided by the uploaded episode file   Visit HIT Global: https://www.hitglobal.services/   Subscribe for more episodes on Humanising IT, service experience and the future of IT leadership.

    The Distorted Lens of IT Service Management (Part 1)
  • 5 Folgen

Info

Humanising IT: We Need to Talk About IT is the podcast for IT leaders, service management professionals, and digital transformation teams who know that great IT is about more than process, tools, and frameworks. Hosted by Katrina Macdermid and Wesley Eugene and brought to you by HIT Global, this podcast explores how to make IT service management more human, more effective, and more relevant in a world shaped by experience, AI, and constant change. Each episode dives into the real conversations happening across modern IT, including: - IT service management (ITSM) - Human-centred design in IT - ITIL and experience-led service management - Digital employee experience - Service desk and support leadership - IT transformation and organisational change - Humanising AI and modern service design If you work in IT and care about creating services that actually work for the people who use them, this podcast is for you. Whether you’re a CIO, IT leader, service manager, consultant, support professional, or transformation lead, Humanising IT: We Need to Talk About IT will challenge outdated thinking and help you rethink what better IT service really looks like. Expect: - Honest conversations - Fresh perspectives on ITSM - Practical insights you can apply - Thought leadership from experienced voices in the industry - A more human view of IT, service and experience Subscribe to Humanising IT: We Need to Talk About IT for new episodes, expert insights, and modern thinking on the future of IT service management. Explore more from HIT Global: https://www.hitglobal.services/ Learn more about Humanising IT™ training and certification: https://www.hitglobal.services/podcast/

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  • Erstellt von
    Katrina Macdermid & Wesley Eugene
  • Jahre aktiv
    2026
  • Folgen
    5
  • Bewertung
    Unbedenklich
  • Copyright
    © 2026 Katrina Macdermid & Wesley Eugene
  • Sendungswebsite
    Humanising IT
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