September 2024 - The real value of IT service management
Humanising IT
Welcome to another engaging episode of the Humanising IT™ Podcast with Katrina Macdermid and Wesley Eugene. In this episode, Katrina and Wesley explore the complexities of IT service management, questioning the effectiveness of traditional maturity assessments. They discuss how these models often miss the mark by overlooking essential elements like culture, user experience, and real-world impact. Drawing on Katrina’s consulting expertise and Wesley’s experience as a CIO, they debate whether ITSM should evolve into a broader enterprise service management approach. The conversation...
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David Ratcliffe - President of Pink Elephant and ITSM Pioneer
Humanising IT
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...
info_outlineWelcome to another engaging episode of the Humanising IT™ Podcast with Katrina Macdermid and Wesley Eugene. In this episode, Katrina and Wesley explore the complexities of IT service management, questioning the effectiveness of traditional maturity assessments. They discuss how these models often miss the mark by overlooking essential elements like culture, user experience, and real-world impact.
Drawing on Katrina’s consulting expertise and Wesley’s experience as a CIO, they debate whether ITSM should evolve into a broader enterprise service management approach. The conversation takes a bold turn when they confront the provocative question:
“Should we take the IT out of IT Service Management?”
Whether you’re an IT professional or business leader, this episode will challenge you to look beyond processes and frameworks to discover the human side of IT.