The Distorted Lens of IT Service Management (Part 1)

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 management * How ITSM evolved from theory into practical application * Why frameworks alone don’t run organisations * The role of people, process and technology in real IT environments * Why training, investment and capability building still matter * How AI and modern tooling are changing the landscape This 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.

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/ [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 management * The difference between ITSM frameworks and human-centred design * What archetypes and personas can reveal about IT users * Why many IT teams design services around process, not people * How AI could improve IT experiences and where it still falls short * Why 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/ [https://www.hitglobal.services/]   Subscribe for more episodes on Humanising IT, service experience and the future of IT leadership.