Katrina Macdermid

Director, KJM Services

Thanks to a refreshing approach to ITIL & Service Management which incorporates Human Centred Design, Katrina has risen to prominence as the world authority in the design of Service Management.

Using her experience and unique skillset she has developed an innovative approach to IT Service Management, called Human Experience Agreements.

Katrina has a reputation internationally as a speaker, trainer and consultant. Her expertise, innovation and advocacy means she is ideally positioned to lay the foundation for ensuring IT has a human focus.

Katrina is a contributing author to the ITIL 4 official publication and has written white papers explaining how to incorporate Human Centred Design into IT service management. Katrina hosts podcasts and blogs where she interviews the most influential and powerful business leaders across the globe.

Human Experience Agreements

A sentiment often expressed by IT Executives is “we need to be more customer focused.”
The problem is IT professionals are not armed with the knowledge and techniques required to design a great human experience for IT services. We tend to follow traditional “best practices” as the reference model for user requirements.
During this session, Katrina will present her unique concept – Human Experience Agreements. The concept uses Human Centred Design as the foundation of IT service design which ensures the customer is at the heart of IT services and 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.