Our guest this week is Katrina Macdermid, the author of Humanising IT.

We speak about how many ways of working in IT are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services.

These practices and assumptions lead to erroneous classification of problems and much too fast jumping into solution mode. 

Katrina McDermid, the author of Humanizing IT, speaks with us about how human-centric design principles can help IT teams be better, feel better and provide services that end-user find valuable. 

Key Takeaways 

• IT is in many places broken. 

• Listen more to end-users, but also to agents interacting with end-users for practical insights.

• Avoid jumping into solution mode, and try being creative first.

• The double-diamond model design thinking model is a great tool for IT as well, enabling creative problem solving without jumping into conclusions.

Links:

• Humanising IT: ⁠https://hitglobal.services⁠

• Katrina Macdermid LinkedIn: ⁠https://www.linkedin.com/in/katrinamacdermid/⁠

--

To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠

To learn about our Built-in XLA Management features: ⁠⁠https://www.happysignals.com/product/xla-management⁠⁠

Read our Practical Guide to XLAs: ⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas