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At HIT Global, we are redefining IT service management by starting and ending with people’s needs — put simply, we are Humanise IT™.

15/06/2026

When Wesley Eugene was tasked with fixing ITSM at Aflac, he had access to Gartner, Forrester and PwC.

But one company had the biggest influence on the strategy he ultimately followed.

The answer might surprise you.

12/06/2026

"I don't say this lightly. You have been responsible for shaping what we know today."

Katrina Macdermid shares why David Ratcliffe and Pink Elephant have had such a lasting impact on the ITSM profession.

A short but heartfelt introduction to one of the industry's true pioneers.

10/06/2026

Some people call him the Godfather of IT Service Management.

In this clip, we introduce David Ratcliffe, President of Pink Elephant and one of the most influential figures in the history of ITSM.

If you've worked in IT service management for any length of time, chances are you've felt the impact of his work.

06/05/2026

They say “what happens in Vegas, stays in Vegas”…

But from Australia?

Vegas actually starts in the future. 😏

Which means by the time the rest of the world gets there, we’ve already lived it once and are halfway through experiencing it again.

Timezone advantage.
Jetlag disadvantage.

HIT Global Team in Vegas

Katrina Macdermid Mark Basham Wesley Eugene Tariq Valani

05/05/2026

You don’t need personas to fix your IT experience.

Most IT teams think better service design = better personas.

Not quite.

If anything… starting there slows you down.

In this clip, Katrina Macdermid explains why archetypes should come first:

• The real difference between personas, proto-personas and archetypes
• Why archetypes are more practical for IT teams
• How to design around real behaviour, not theory

If you’re working with limited time, budget or resource… this approach just makes more sense.

Especially in ITSM and service design.

The full episode goes deeper into Humanising IT and building services that actually reflect how people behave.

Follow for more practical IT insights

01/05/2026

Every IT team designs for ‘Chuck’… and that’s the problem.

You know Chuck.

Logs every ticket.
Follows every process.
Does everything “by the book”.

The issue? Not everyone behaves like Chuck.

And if your services are built around him… they break for everyone else.

In this clip, Katrina Macdermid and Wesley Eugene break down:

• Why “perfect users” distort your service design
• How archetypes like Chuck create blind spots
• Why your incident data doesn’t tell the full story

If you’re in ITSM, service desk or IT leadership, this will make you rethink how you design services.

Full episode goes deeper into Humanising IT and designing for real behaviour, not ideal behaviour.

Follow for more no-nonsense IT insights

24/04/2026

“Your IT data is missing your biggest problem.”

The users causing the most damage to your IT experience…

Are the ones you never hear from.

They don’t raise tickets.
They don’t complain.
They just… work around it.

In this clip, Katrina Macdermid explains:

• What “silent sufferers” actually are
• Why IT teams completely overlook them
• How this quietly breaks your service design

If you’re in ITSM, service design or IT leadership… this is probably happening in your organisation right now.

The full episode goes deeper into Humanising IT and how to design around real user behaviour.

Follow for more straight-talking IT insights 👀

21/04/2026

“Everyone’s talking about IT experience… but what does it actually mean?”

The word experience is everywhere right now in IT.

But here’s the problem… most organisations are using it without really understanding it.

In this clip, Katrina Macdermid breaks down:

• Why “experience” has suddenly become such a big deal in IT
• Where the confusion is coming from
• What’s driving her to write a book on it

If you’re in ITSM, IT leadership or digital transformation, this will probably hit a nerve.

Full episode dives much deeper into Humanising IT, AI, and where the industry is heading.

Follow for more real conversations on modern IT 👀

11/03/2026

Digital transformation is everywhere.

Yet many organisations are still struggling to deliver real business value.

Why?

Because transformation often focuses on technology first — and experience second.

Tools get implemented.
Platforms get upgraded.
Automation increases.

But the human experience of services often stays exactly the same.

That’s where the real opportunity sits.

In this upcoming webinar, we’ll explore how organisations can enable business excellence through digital experience.

We’ll discuss:
• Why digital transformation alone doesn’t guarantee value
• The shift towards experience-led organisations
• How service management, technology, and human behaviour must work together
• Practical ways to turn digital ambition into measurable outcomes

If you’re working in IT, digital transformation, service management, or experience strategy, this is a conversation worth being part of.

02/02/2026

Stop designing IT for tools.
Start designing for people.

Because no one logs a ticket saying,
“Wow, what a beautifully configured platform.”

They just want it to work.

Address

Mercury House, 19-21 Chapel Street
Marlow
SL73HN

Website

http://www.hitglobal.services/

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