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Humanising IT

Humanising IT

By: Katrina Macdermid & Wesley Eugene
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 Humanising IT: We Need to Talk About IT is the podcast for IT leaders, service management professionals, and digital transformation teams who know that great IT is about more than process, tools, and frameworks. Hosted by Katrina Macdermid and Wesley Eugene and brought to you by HIT Global, this podcast explores how to make IT service management more human, more effective, and more relevant in a world shaped by experience, AI, and constant change. Each episode dives into the real conversations happening across modern IT, including: - IT service management (ITSM) - Human-centred design in IT - ITIL and experience-led service management - Digital employee experience - Service desk and support leadership - IT transformation and organisational change - Humanising AI and modern service design If you work in IT and care about creating services that actually work for the people who use them, this podcast is for you. Whether you’re a CIO, IT leader, service manager, consultant, support professional, or transformation lead, Humanising IT: We Need to Talk About IT will challenge outdated thinking and help you rethink what better IT service really looks like. Expect: - Honest conversations - Fresh perspectives on ITSM - Practical insights you can apply - Thought leadership from experienced voices in the industry - A more human view of IT, service and experience Subscribe to Humanising IT: We Need to Talk About IT for new episodes, expert insights, and modern thinking on the future of IT service management. Explore more from HIT Global: https://www.hitglobal.services/ Learn more about Humanising IT™ training and certification: https://www.hitglobal.services/podcast/© 2026 Katrina Macdermid & Wesley Eugene
Episodes
  • The Distorted Lens of IT Service Management (Part 1)

    The Distorted Lens of IT Service Management (Part 1)
    Mar 26 2026

    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

    Visit HIT Global: https://www.hitglobal.services/

    Subscribe for more episodes on Humanising IT, service experience and the future of IT leadership.
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    22 mins
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