From IT Service Management to Service Mindset
Katrina bravely challenges the so called “best practice” approach to IT Service Management.
Put simply, IT organisations need to challenge these best practices that have been accepted and used as the reference model for service desks, service level agreements and the design of IT operations.
We need to re-boot and ensure the customer experience (not the process) is the essence of how we design IT services.
During this session, Katrina will present her unique approach – ITIL Human Centred Service Design which ensures the customer is at the heart of all ITIL practices. Katrina will also discuss how the adoption of her approach has enabled major organisations, both locally and globally, to transform how they design IT services
Human centred design is a philosophy not a framework; by combining this philosophy with ITIL practices where consideration of the end user’s needs, desires, limitations and their environment form the foundation of the design of ITIL practices assures a great customer experience (also applicable to employee & suppliers).
Katrina will present a case study outlining where the IT organisation of one of Australia’s most iconic airlines recognized it had limited ability to demonstrate how it could best contribute to the airlines’ business outcomes. Factors hindering this problem were complex support models and outdated IT metrics that provided nominal value to business and in most cases, IT.
As an ITIL Master, trainer, specialist IT consultant, author and prominent speaker, I change perceptions with fresh thinking. Redefining the way IT and business mutually support each other, I prioritise people and business outcomes to design the ideal end-user experience.
Katrina Macdermid’s vision is for a world where people come together to create better IT business outcomes. Her relentless pursuit of smarter yet more human solutions challenges tired thinking. Thanks to a refreshing approach to ITIL Human Centred Service Design, she has risen to prominence as an ITIL Master, ITIL Global Ambassador and trainer.
Katrina has earned her stripes, empowering global organisations with a clearer way forward. With a wealth of experience and a reputation to match, she’s highly sought after for expertise, positioning herself as one of the foremost experts in the IT Service Management space.
As an author, she has contributed to the official revised version of ITIL 4 and multiple white papers. In addition, Katrina writes regularly, covering the latest on the ITIL and service management space in her blog. With an exciting new podcast, Katrina brings to her audience a wealth of insights to bring the IT community out of the shadows. On the podcasts, she features notable industry personalities, aiming to enhance the recognition and perception of IT and the value of their contribution to the business ecosystem.
Date: Thursday 23 July 2020
Time: 4.00pm - 5.00pm
Platform: via Zoom. Details for joining will be sent 24 hours prior to the session
itSMFnz is a not for profit Association. The cost for members is covered by their membership fees, however the
cost for non-members is to cover administration costs.