Why does IT service management still get experience so wrong, and what needs to change?

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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

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