Meet the Godfather of IT Service Management (Part 2)

What happens when IT service management focuses too much on frameworks and not enough on outcomes?Shop our courses https://www.hitglobal.services/shop/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.Visit HIT Global: https://www.hitglobal.services/ 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