Enhancing ITIL with Human-Centered Design: HIT Global Takes a Fresh Approach to IT Service Management
IT is an industry that is big on process, methodologies, and detail. And for years ITIL has served as a rite of passage for many IT professionals. But what’s missing from those teachings is an emphasis on the individual at a human level.
Enter Katrina Macdermid and Wesley Eugene, the duo leading Humanising IT Global (HIT Global), a training and consulting business that focuses on the principles of human-centered design and how to leverage its value in IT Service Management.
Below, we’ve summarized the key points from their conversation with us on a previous recording of the DEX Show.
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Bridging the Gap with Human-Centered Design
ITIL has long been a foundational framework for IT service management, but it often lacks a crucial element: human-centered design. This approach places people at the heart of IT processes and services, ensuring that technology meets the needs and expectations of users.
The Importance of Humanizing IT
Traditional perceptions of IT professionals as introverted and focused solely on technology have led to disconnects between IT and the business. Humanizing IT involves integrating design thinking into IT service management, fostering empathy, and understanding the human side of technology delivery.
Challenging the Status Quo
Tech leaders often encourage IT professionals to be more customer-focused, but this directive is akin to asking someone to be taller. Instead, organizations should focus on educating IT teams on human-centered design principles and techniques to foster a genuine shift in perspective.
Empowering IT Professionals with Human-Centered Design
At HIT Global, we empower IT professionals with tools, techniques, and principles of human-centered design tailored for IT service management. Our upcoming app will further simplify and enhance the learning experience, making it accessible and engaging for today's workforce.
The Rise of Generative AI and the Human Touch
With the advancement of generative AI, IT faces the challenge of ensuring that technology remains human-centered. Organizations must prioritize human experiences over automation to maintain relevance and value.
Three Core Experiences for Human-Centered Design
1. Employee Experience: Focus on creating holistic and frictionless employee journeys by collaborating with departments like HR and finance.
2. Client Experience: Enhance client interactions by understanding their needs and expectations, improving satisfaction and loyalty.
3. Delivery Experience: Streamline delivery processes to reduce friction and improve efficiency, enhancing overall service quality.
Redefining the Service Desk
Instead of viewing the service desk as solely an IT function, organizations should position it as the central hub for all operational support. This shift from an IT-centric to a help-centric approach has transformed how companies engage with and perceive IT services.
Embracing the Journey in IT
While IT often prioritizes outcomes like MTTR, the journey itself holds the key to creating memorable experiences and meaningful connections. IT leaders should focus on amplifying value, removing friction, and embracing the transformative power of the journey.
The Pitfalls of Seeking the Easy Way Out
Opting for shortcuts and easy solutions may seem tempting, but they often result in missed opportunities for education, growth, and team transformation. IT professionals should prioritize the right journey over quick fixes for long-term success.
The Future of IT in the Age of AI
While AI will undoubtedly reshape ITSM capabilities, it won't replace technology professionals. Instead, it will redefine roles, requiring professionals to evolve, learn, and pivot alongside advancing technologies.
Anchoring on Experience for a Brighter Future
Experience remains a constant in the ever-changing landscape of technology. By anchoring on the concept of experience, technology professionals can safeguard their careers, embrace exciting opportunities, and pave the way for a human-centered IT future.
