Meet the Godfather of IT Service Management (Part 1)

What can the “Godfather of IT Service Management” teach us about where ITSM is going next?Shop our courses - https://www.hitglobal.services/shop/In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid, Mark Basham and Wesley Eugene are joined by David Ratcliffe, President of Pink Elephant, widely regarded as one of the most influential figures in the history of IT service management.This is Part 1 of a wider conversation exploring how ITSM has evolved from theory to practice, and what today’s IT leaders are still getting wrong.David shares his perspective on the early days of ITSM, the role Pink Elephant played in shaping the industry, and why the gap between frameworks and real-world execution still exists today.In this episode:The origins of modern IT service managementHow ITSM evolved from theory into practical applicationWhy frameworks alone don’t run organisationsThe role of people, process and technology in real IT environmentsWhy training, investment and capability building still matterHow AI and modern tooling are changing the landscapeThis episode is especially relevant for CEOs, CIOs, IT leaders, ITSM professionals, consultants and transformation leaders looking to better understand both the history and future of IT service management.If you want to move beyond theory and understand what actually works in practice, this is a conversation worth watching.Watch Part 2 for a deeper dive into AI, training, and the future of IT service management… Coming Soon!Visit HIT Global: https://www.hitglobal.services/Subscribe for more conversations on Humanising IT, service experience and modern IT leadership.