Humanising IT: Katrina Macdermid’s vision for human-centred IT design
Katrina Macdermid | Co-Founder & Director, HIT Global
Published on 13 December 2023
Episode Highlights:
In this video, 360ed.tv chats with Katrina Macdermid from HIT Global 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 for the IT industry.
Katrina explains why traditional IT service management is no longer fit for purpose, and why there’s a need to recalibrate service delivery in such a way that end-users’ needs, capabilities and behaviours are prioritised. Drawing from her extensive industry experience and qualifications as an ITEL master, Katrina outlines IT’s view of ‘the user’ as singular and undifferentiated, which is seen as undermining the success of IT teams within organisations.
Describing a core dilemma in IT service management, Katrina observes that a customer focus is the goal, yet there is no framework that guides IT professionals on how to achieve human-centred practice; surfacing in a rigid ticket lodgement system that lacks empathy and often breeds frustration. She also covers the budgetary constraints that often hamper IT professionals in providing a gold standard service and how that might be reconciled in the new paradigm.
What steps can the IT industry and business leaders take to create a more human-centred approach to IT service management that maintains good governance while bridging the communication gaps between IT and the stakeholders they serve? Watch the video to learn more.
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