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Is agile still the Superhero?

"Agile is dead". Yep, we said it...let's not beat around the bush!

Once upon a time, Agile was the superhero swooping in to save teams from the clutches of rigid bureaucracies and stuffy leadership. It empowered collaboration and made work feel like a breeze. But somewhere along the line, it lost its way and turned into... well, let’s just say it’s not quite the agile Superhero it used to be.

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Karmaleon and Pink Elephant partner on Humanising IT™

Karmaleon Partners with Pink Elephant to transform IT Service Management with Human-Centred design through HIT Global’s Award-Winning Humanising IT™ Training

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The Impact of Humanising IT™ on the workplace

In a landscape where technology often overshadows the human element, Humanising IT™ is demonstrating that prioritizing people leads to transformative results. By fostering a culture where employees feel valued, challenged, and engaged, organizations can significantly reduce turnover and pave the way for innovation and success in the IT industry.

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Humanising IT bridges the gap in ITSM strategies by providing distinct value metrics

ITSM strategies aim to drive efficiency and cost savings, Humanising IT™ stands apart in its laser focus on user experience, its ability to boost innovation and revenue, and its holistic view of ROI across the organization.

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Humanising IT™ benefits

In the upcoming series we want to dive in more detail on what aspects of Humanising IT™ are beneficial for organisations with concrete examples.

To kick the series off we’ll try to set some directions in which it seems evident what the benefits of Humanising IT™ are.

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First Humanising IT™ business partner in Bulgaria!

Nikola Gaydarov is a seasoned entrepreneur and international consultant specializing in process design and improvement. He brings a wealth of expertise in best practice frameworks and methodologies such as ITIL, Agile, SAFe, and Lean. His approach aligns perfectly with the principles of Humanising IT, focusing on enhancing the human experience to drive positive outcomes for all stakeholders.

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The Next Great Differentiator for ITSM

Traditionally, IT processes were designed to protect IT rather than enhance the business. Now, IT service management (ITSM) can provide a competitive advantage by enabling seamless and frictionless work environments.

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Making ITSM human-centred

Join Katrina Macdermid and Wesley Eugene on the Humanising IT™ Podcast as they challenge, debate, and add humor to IT service management. Featuring global thought leaders, they discuss chapters from Katrina’s best-selling book and explore integrating ITSM with human-centered design to create user-focused IT services.

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Will ITIL4 and IT Service Management be the solution to a more human centric IT service?

While ITIL4 has put the customer at the center of the framework and recognizes that IT is no longer just a support function but an integral part of business strategy, the intended outcome is increased customer happiness. ITIL4 introduced the Service Value System (SVS), which provides a holistic view of how all components and activities of an organization work together to create value for customers.

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Enhancing Customer Experience in the Age of Automation

In today’s digital age, integrating automation into business processes is seen as a hallmark of progress. However, this often comes at the cost of customer satisfaction. Several exemplary experiences highlight the need for companies to address the shortcomings of their automated systems and prioritize user experience.

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Generically speaking IT service management aims for efficiency through uniform processes.

IT service management is generally perceived as a ‘one-size-fits-all’ strategy with limited customization, similar to Henry Ford’s mass production of Model T Fords. Any customer can have his car painted any colour he likes, as long as it is black.

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Katrina Macdermid on the Mindset Behind ITIL 4 Value Streams

“The framework itself – and Service Management as a whole – never really considered the human experience of both the people we are here to serve and the people that are serving"

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How can Human centric ITSM help your company?

Your company’s principal goal is to persuade clients that your product or service is worth the money. To do this, corporations have typically concentrated on internal acts that they hope will persuade customers to purchase. One way a firm often accomplishes this is to create a clearly articulated “value proposition” for each intended market segment, as well as the price that the company would charge those market segments.

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Why is empathy in customer service so important?

The big question here is why invest in developing empathy in IT service management? Why should agents f.e. spend more time with a single customer?

After all, empathizing is more time-consuming. Still, expressing empathy goes beyond just improving customer experience.

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Why Humanising IT™ and Why Now?

User experience is a key driver for ITSM and IT Operations. Organizations promote intuitive and user-friendly interfaces, enabling end users to use self-service portals and fix common issues on their own. The usage of consumer-like service experiences, like as mobile apps and tailored dashboards, increases user happiness while decreasing reliance on traditional support channels. User-centric design concepts and feedback systems enable enterprises to improve their IT services and satisfy changing user expectations.

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The 2024 ITSM content poll results at a glance

This is a Here’s a quick snapshot of the 2024 ITSM trends poll (just in case that’s all you came to read about)

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Partnership with HIT Global

Learnlogic has partnered with HIT Global to launch Humanising IT™️ in Europe—a revolutionary approach to IT service management. This partnership brings the award-winning training app and certification program to our region, granting Learnlogic full access to HIT Global’s service portfolio and intellectual property.