Katrina Macdermid | Co-Founder & Director, Humanising IT

In this video, 360ed.tv chats with Katrina Macdermid 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.

Katrina explains why traditional IT service management is no longer fit for purpose, viewing ‘the user’ as singular and undifferentiated, which undermines success. With no framework that guides IT professionals on how to achieve human-centred practice, she advocates for a recalibration that prioritises end-users’ needs, capabilities and behaviours.

What steps can leaders take to create a more human-centred approach to IT service management that maintains good governance while bridging the communication gaps with the stakeholders they serve? Watch the video to learn more.

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