A world where technology connects us but our humanity brings us together.

Redefining IT


Shaping the future of IT and its people. Technology is a means, not an end.


Committed to shaping the future of the Human Centred IT landscape, I fill the void between IT and business by connecting them with people-focused solutions. As an ITIL 4 Master, trainer, specialist IT consultant, author and prominent speaker, I change perceptions with fresh thinking. Redefining the way IT and business mutually support each other, I prioritise people and business outcomes to design the ideal end-user experience.
Katrina Macdermid’s vision is for a world where people come together to create better IT business outcomes. Her relentless pursuit of smarter yet more human solutions challenges tired thinking. Thanks to a refreshing approach to ITIL Human Centred Service Design, she has risen to prominence as an ITIL Master, ITIL Global Ambassador and trainer.

Putting everything on the line to fill the void between IT and business, as a consultant Katrina has earned her stripes, empowering global organisations with a clearer way forward. With a wealth of experience and a reputation to match, she’s highly sought after for expertise, positioning herself as one of the foremost experts in the IT Service Management space. Currently co-chair (shared with Qatar Airlines) of an Airlines Operation Board representing over 200 airlines, Katrina plays a key role in shaping the future of airline support models.
As an author, she has contributed to the official revised version of ITIL 4 and multiple white papers. In addition, Katrina writes regularly, covering the latest on the ITIL and service management space in her blog. With an exciting new podcast, Katrina brings to her audience a wealth of insights to bring the IT community out of the shadows. On the podcasts, she features notable industry personalities, aiming to enhance the recognition and perception of IT and the value of their contribution to the business ecosystem.

Challenging IT


IT Service Management Mindset.

It’s not about the management. It’s about creating value, trust and loyalty. With a fresh outlook, I’m all about the customer experience.


With experience comes wisdom.





ITIL Master
2015
2 thesis titled: Outcome Based Service Agreements for Airlines & the role of ITIL on the passenger experience.


SLA's of the Future
2019
A whitepaper outlining the need to change the outdated construct of Service Level Agreements.


Certified Practicing Project Director
2013
The 2nd highest certification awarded by the Australian Institute of Project Management.


Prince2
2010
The key features of PRINCE2 focus on business justification, defining the structure of an organization for the project management team and using a product-based approach.


Co-Chair and Advisor to the Board: (ACOM)
2019
Creation of a strategic “Airline Service Evolution Roadmap” addressing issues raised by airlines members (over 200), the roadmap focuses on improving airline support models and service management.


Workshop Facilitator: Amadeus Customer Operations Meeting (ACOM)
2019
Day 0 – where all of the airlines discussed airline and airport operational issues. We had over 60 people attend, which I planned, facilitated, and drove the outcomes.


Speaker: Pink Elephant Annual ITSM Conference, Las Vegas
2019
Creating a Competitive edge through Human Centred ITIL Service Design.


Keynote Speaker: itSMF State Conference, Western Australia
2019
Outcome Based Service Level Agreements & Human Centred ITIL Service Design.


Speaker and Panelist: ANZ Service Design Forum
2019
Is Service Design Best Done In house or Outsourced? Human Centred ITIL Design.


Workshop webinar: Rio Tinto
2020
ITIL Human Centred Design.

“Very energetic facilitation - kept the subject matter very interesting and relevant. Some clear examples that I will remember throughout the follow study and exam.”



Jetstar Airways

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©Katrina Macdermid

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