Can IT service management ever deliver a great employee experience, or are we measuring the wrong things?

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00:00 Introduction
00:01:39 The biggest pressure facing IT service management
00:04:19 Defining value in the public sector
00:07:03 What behavioural psychology teaches IT
00:09:55 Why IT measures the wrong things
00:14:20 Connecting IT metrics to business outcomes
00:17:25 Why the business still sees IT as a cost centre
00:18:13 Designing IT services around people
00:21:20 Where IT service management is heading next
00:23:40 Final thoughts

In Part 2 of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by Chris Barrett and Paul Farrow, Head of IT Service at HM Treasury, to explore why traditional IT service management metrics don't tell the full story.

The conversation looks beyond incidents, SLAs and ticket volumes to discuss behavioural psychology, user-centred design, employee experience and why IT leaders need to rethink how they measure success.

Drawing on concepts such as Norman Doors, desire paths, customer behaviour and value-based reporting, the panel explores how IT can move from simply keeping systems running to becoming a recognised driver of organisational value.

In this episode:

• Why IT service management is about making defensible trade-offs
• How behavioural psychology can improve IT services
• What "Norman Doors" teach us about service design
• Why IT measures what's easy instead of what matters
• The gap between operational metrics and business outcomes
• How employee experience influences organisational performance
• Why desire paths reveal how users really behave
• The future of value-led IT service management

Whether you're a CIO, IT leader, service desk manager, ITSM professional or transformation leader, this episode offers practical ideas for creating better services while demonstrating the value IT delivers.

If you're interested in IT service management, IT leadership, employee experience, human-centred design, ITIL, digital transformation, service experience and organisational change, this conversation is well worth your time.

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What does experience really have to do with IT and why are so many IT leaders struggling to demonstrate the value they create?

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In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by transformation expert Chris Barrett to explore one of the biggest challenges facing modern IT service management: translating operational excellence into business value.

From MTTR and availability metrics to customer churn, technical debt and EBITDA, Chris explains why IT has become trapped in operational reporting while the boardroom is having value conversations without them.

The discussion explores why frameworks like ITIL do exactly what they were designed to do, but why organisations also need a "translation layer" that connects IT performance with the outcomes executives actually care about.

If you're a CIO, IT leader, IT service management professional, transformation leader or consultant, this episode will challenge the way you think about measuring success and communicating the value of IT.

In this episode:

• Why IT is often missing from value conversations
• The difference between operational metrics and business value
• Why MTTR means nothing to the board without context
• How customer churn, technical debt and EBITDA should influence IT reporting
• Why IT frameworks aren't the problem
• The "translation layer" every IT organisation is missing
• Why procurement communicates value better than IT
• How IT leaders can earn a seat at the board table

If you're interested in IT service management, IT leadership, ITIL, digital transformation, CIO leadership, business value, service experience and modern IT operations, this conversation is essential viewing.

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00:00 Introduction
00:00:57 What transformation really means
00:02:36 Why IT isn't invited into the boardroom
00:05:58 Why MTTR means nothing to the CFO
00:08:51 Should ITSM budgets be value-led?
00:11:06 Why IT still focuses on the wrong metrics
00:15:02 Why the CIO starts every board meeting on the back foot
00:16:19 What the board actually cares about
00:20:37 The missing translation layer in ITSM
00:21:53 The risk of value conversations happening without IT
00:24:03 Final thoughts

What happens when IT service management focuses too much on frameworks and not enough on outcomes?

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In Part 2 of this special episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid, Mark Basham and Wesley Eugene continue their conversation with David Ratcliffe, President of Pink Elephant and one of the most influential figures in the history of IT service management.

The discussion explores the gap between theory and reality in ITSM, why maturity assessments often fail to drive meaningful change, and how experience management is becoming an increasingly important focus for modern IT organisations.

David shares his perspective on leadership, service management frameworks, enterprise service management, and why organisations should focus less on framework adoption and more on solving real business problems.

In this episode:

• Maturity assessments vs capability assessments
• Why ITSM improvement efforts often stall
• The growing importance of user experience in IT
• How IT service management evolved beyond infrastructure management
• Why service level agreements rarely tell the full story
• Enterprise Service Management: opportunity or distraction?
• Integrated ITSM and bridging the gap between theory and execution
• Why leadership still matters more than frameworks or technology

This episode is essential viewing for CIOs, IT leaders, ITSM professionals, consultants, service desk leaders and transformation teams looking to improve outcomes rather than simply improve scores.

If you're interested in IT service management, IT leadership, user experience, service experience, enterprise service management, ITIL, AI and digital transformation, this conversation offers valuable insight from one of the industry's most experienced voices.

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Subscribe for more conversations on Humanising IT, service experience and modern IT leadership.

This episode focuses on maturity assessments, experience management, enterprise service management, integrated ITSM, and the leadership principles needed to make ITSM work in practice.

IT service management, ITSM, David Ratcliffe, Pink Elephant, Humanising IT, Katrina Macdermid, HIT Global, IT leadership, user experience in IT, service experience, enterprise service management, ITIL, integrated ITSM, digital transformation, maturity assessments, capability assessments, service management, CIO leadership, ITSM podcast, future of ITSM