Katrina Macdermid & Wesley Eugene

Humanising IT

Business EN ↓ 4 episodes

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- ITI...

Author

Katrina Macdermid & Wesley Eugene

Episodes

What's Experience Got to Do with IT? 03.07.2026 24:16

What does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create? Shop our courses https://www.hitglobal.services/shop/ In this episode of Humanising IT: We Need to Talk About IT , Katrina Macdermid is joined by transformation expert Chris Barrett to explore one of the biggest challenges facing modern IT service management: translating o...

Meet the Godfather of IT Service Management (Part 2) 04.06.2026 29:35

What happens when IT service management focuses too much on frameworks and not enough on outcomes? Shop our courses https://www.hitglobal.services/shop/ In Part 2 of this special episode of Humanising IT: We Need to Talk About IT , Katrina Macdermid, Mark Basham and Wesley Eugene continue their conversation with David Ratcliffe, President of Pink Elephant and one of the most influential figures in...

Meet the Godfather of IT Service Management (Part 1) 18.05.2026 24:58

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 m...

The Distorted Lens of IT Service Management (Part 1) 26.03.2026 22:08

Why does IT service management still get experience so wrong, and what needs to change? Shop our courses 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 Katrin...