Shows
Reach Your Do Point®IT Service Management Meets Human-Centered Design - Katrina MacdermidIn this conversation, Roy Atkinson and Katrina Macdermid discuss the concept of HumanisingIT™, which integrates human-centered design principles into IT service management. Katrina shares her journey from traditional IT service management to embracing human-centered design, emphasizing the need for empathy and understanding in solving complex IT problems. They explore the challenges faced in IT service management, the importance of communication, and the necessity of recognizing assumptions in order to innovate effectively. The discussion highlights the need for frameworks that allow organizations to adapt and improve their processes while considering their unique cultures and structures.
2025-05-2516 min
Tech Life StoriesKatrina Macdermid – Entrepreneurship in ITKatrina is the Co-Founder of HIT Global where Humanising IT™ applies human-centred design principles to the world of IT service management. Katrina is recognised as leading global expert in ITSM field, she trains and advises international and publicly listed institutions.Katrina is an ITIL Master, former ITIL Global Ambassador, and was a contributing author to all ITIL 4 official publications. She is an award-winning author of her book “Humanising IT”She is the creator of the Humanising IT™ podcasts where she interviews the most influential and powerful business leaders across the globe.Top 3 takeaways1. ...
2024-09-1643 min
Mastermind for the MassesEpisode 18 Humanizing IT: Infusing Human-Centered Design into Technical SolutionsHave you ever felt like technology sometimes forgets the human at the other end? This week's engaging dialogue with Katrina Macdermid and Wesley Eugene from HIT Global is a rallying call to IT professionals: infuse empathy into your craft! With Katrina's tales from her world tour and Wesley's insights from his tenure as SVP of HIT Global and former CIO at IDEO, our conversation is an eye-opener to the transformative power of human-centered design in IT innovation. Their partnership, sparked on LinkedIn, is a testament to how serendipity and shared vision can lead to groundbreaking collaborations.
2024-04-291h 00
The DEX Show: A Show for IT Change MakersFollow the Yellow Brick Road: Humanizing IT's Journey w/ Katrina Macdermid & Wesley Eugene (HIT Global)Tim Flower warmly welcomes Katrina Macdermid, Co-founder & Director, and Wesley Eugene, SVP, both from HIT Global, as they embark on a transformative journey down IT's own Yellow Brick Road.Their focus lies on the endeavor to Humanize IT, aiming to bridge the gap between employees and technology through education in human-centered design. Together, Katrina and Wesley underscore the pivotal role of intentional employee experiences in fostering successful IT transformations. They also offer insights into the evolution of IT service management practices, drawing an intriguing parallel between their mission and the iconic journey undertaken by Dorothy and her companions...
2024-03-1240 min
360ed.tv - covering the world of higher ed and workplace learning.Humanising IT: Katrina Macdermid’s vision for human-centred IT designKatrina Macdermid | Co-Founder & Director, Humanising IT
In this video, 360ed.tv chats with Katrina Macdermid about Humanising IT™, which integrates principles of human-centred design into IT service management to yield user-centric services. An entrepreneur, award-winning author and leader in IT, Katrina’s book ‘Humanizing IT, Human Centered Design for IT Service Management’ is a game changer.
Katrina explains why traditional IT service management is no longer fit for purpose, viewing ‘the user’ as singular and undifferentiated, which undermines success. With no framework that guides IT professionals on how to achieve human-centred practice, she advocates for a recalibrat...
2023-12-1210 min
The IT Experience Podcast101. "IT, stop jumping into solution mode!" with Katrina MacdermidOur guest this week is Katrina Macdermid, the author of Humanising IT.
We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services.
These practices and assumptions lead to erroneous classification of problems and much too fast jumping into solution mode.
Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable.
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2023-08-3131 minThe DEX Show: A Show for IT Change MakersHumanizing IT: A Paradigm Shift for Better User Experiences w/ Katrina MacdermidIn this episode of the DEX Show podcast, Tom and Tim welcome special guest Katrina Macdermid, author of the hugely successful new book "Humanising IT."Katrina's experience as a consultant and trainer in the IT industry, combined with the impact of the COVID-19 pandemic, drove her to address the lack of empathy and focus on user experience in IT service management. This realization led her to write the book and advocate for change. "Humanizing IT" introduces the concept of human-centered design and emphasizes the integration of IT service management and user experience.Join Tom...
2023-06-1325 min
Ticket Volume - IT Podcast21. The truth behind ITIL 4: a tad of processes and a pinch of humans to make value streams, with Katrina MacdermidIf you're planning on taking the ITIL 4 certification (or are in any way related to it), this episode is a must. Katrina Macdermid (ITIL master author) sheds some light — not without a bit of controversy — on the fundamentals of ITIL 4, what it went wrong, and what it got right. Join the conversation, and take with you the recipe to create effective value streams.
Katrina Macdermid is a consultant, educator, and IT Service Management Maturity Assessor. Her experience includes tenures at Jetstar Airways, Qantas, and Amadeus. She won three global awards in training and is an advocate of incorporating Human-Centered Desi...
2022-09-0826 min
Managing with Common SenseHumanising ITManaging with common sense episode 7 "Humanising IT." My guest is ITIL Master & consultant Katrina Macdermid. So without further a do, let us dive right into the podcast. Thank you, Katrina Macdermid, for being on my podcast and YouTube channel.
2022-08-0135 min
Service Management Leadership PodcastKatrina Macdermid Joins the Service Management Leadership Podcast with Jeffrey TefertillerKat joins Jeffrey as the first guest on the Service Management Leadership podcast. This republished podcast is our first, and Kat was a gracious guest.
Topics range from her journey to ITIL Master to Kat's view of IT. She brings a wealth of information to the discussion. Visit Kat's website to view her posts and podcasts.
Each week, Jeffrey will be interviewing guests from the technology, Service Management, or Business Continuity leadership communities. Stay tuned as next week's show is one you will not want to miss.
Jeffrey is the founder of Service Mana...
2021-11-1840 min
GovComms: The Future of Government CommunicationEP#113 Preventing Watermelon Reporting - With Katrina MacdermidTodays release of the GovComms Podcast features a discussion with Katrina Macdermid, Director of KayJayEm services. Katrinas unique skillset has provided training and consulting for many agencies including the NSW Police Force, Sydney Metro & NSW Health who have all embraced Katrina's human approach to information technology (IT). Katrina is a contributing author to the Information Technology Infrastructure Library (ITIL) 4 official publication and has written white papers explaining how to incorporate human-centered design into IT service management. The pair begin by discussing the development of her own innovative approach called human experience agreements. Katrina explains that...
2021-09-0836 min
Service Management Leadership PodcastKatrina Macdermid Joins the Service Management Leadership Podcast with Jeffrey TefertillerKat joins Jeffrey as the 38th guest on the Service Management Leadership podcast. Topics are focused on Human-Centered Design and Service Management.
Each week, Jeffrey will be interviewing guests from the technology, Service Management, or Business Continuity leadership communities. Stay tuned as next week's show is one you will not want to miss.
Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, CIO Advisory, and Business Continuity services. The firm's website is www.servicemanagement.us. Jeffrey is an accomplished author with six acclaimed books in the subject area and...
2021-07-0830 min
Katrina Talks Humanising IT12 Walkaway Transformation Moments (or Face Palm Moments) – Episode 2In this 2nd episode Chris Barrett: Transformation Specialist, Board Advisor and Educationalist with Barry Anderson: Senior Communications Strategist share their experience in managing complex Transformation Programmes. This unique series offers insights and most importantly, advice to all professionals when faced with a “no win” situation the why of when the walk away moment should apply.
2021-03-2534 min
Katrina Talks Humanising IT12 Program Transformations Walkaway Moments (or 12 Face Palm moments)In this podcast, we have 2 special guests: Barry Anderson: Transformation Strategist and Expert & Chris Barrett: Transformation Specialist, Board Advisor & Educationalist. With Barry & Chris, we explore the challenges of running Transformations and further discuss why we simply just don't walk away when presented with not so uncommon scenarios, or as we have called them “Moments”. In this first episode we focus on the Top 3 Moments: 1.I don’t understand what value a PMO adds, can’t the project managers deliver this without admin assistance? 2. We’ll use our [operational] pe...
2021-01-1430 min
Katrina Talks Humanising ITSuperintendent Martin Hayston, Director, Client Services and Engagement for the NSW Police ForceHow did a police officer end up being in charge of an IT organisation? In this episode we speak to Superintendent Martin Hayston, Director, Client Services and Engagement for the NSW Police Force. We learn not only about how IT has transformed policing from fingerprinting to writing parking tickets; we also hear amazing insights about Superintended Hayston professional & personal thoughts to policing. Without a doubt, this would have to be one of the most intriguing interviews we have conducted.
2020-10-1538 minKatrina Talks Humanising ITProfessor Michael BuistDo you know that 10% of people entering hospital can expect to suffer an adverse event? And of those, another 10% would die or experience a serious disability. In this episode, we speak to Professor Michael Buist, an intensive care specialist, who has emerged as a world leader in the push to improve patient care with a range of thought provoking ideas to, not only address the issue of human error but the culture that exists in the healthcare industry with the use of technology. To find out more about Professor Michael Buist, please use th...
2020-08-2800 min
Katrina Talks Humanising ITDavid Ratcliffe |Co-Founder and President of Pink ElephantIf you think that the world of IT service management is something that is not easy to explain, then you would resonate with our guest in this podcast. In this episode, we speak to our special guest, David Ratcliffe, co-founder and president of Pink Elephant. David shares some wonderful stories about his father, how he started his career in the IT industry, the highs and lows of his journey that led him to co-found Pink Elephant, and also what he thinks customer experience really is in the world of IT service management. To find out...
2020-07-0200 min
Katrina Talks Humanising ITIntroducing Katrina Talks Humanising ITWelcome to Katrina Talks Humanising IT, a podcast that promotes the critical role Informational Technology plays in our world today. A shout-out to all IT professionals and specialists from all walks of life: Your journey to becoming an effective IT professional with better understanding of your clients begins right here. Together, we bring you episodes of exclusive interviews with IT leaders behind some of the largest and reputable organisations. We have them share their inspirational leadership stories and winding pathways to their professional success. Stay tuned for more fascinating insights on IT leadership...
2020-06-1000 minKatrina Talks Humanising ITThe connection to the T-Bar and Marco Bill PeterThink about the focus needed to get on that fast-moving T-Bar under the butts of skiers ranging from clumsy amateurs to world class skiers – that laser focus on the customer is exactly what Marco Bill Peter Senior Vice President - Customer Experience and Operations at Red Hat demonstrates in Episode 1 of Katrina Talks Humanising IT podcast This episode showcases the human dimension of all of us who “work in IT”, to promote and elevate the critical role played by IT. Marco shares with us the importance of customer experience and we learn about his passion for hi...
2020-06-1000 min