I recently listened to the first podcast on Humanizing IT from Hit Global and found it very insightful. The message shared by Katrina and Wesley strongly resonates with my own views on the operation of IT Service Desks and the interaction between IT departments, employees, and customers. I highly recommend listening to the entire episode.

There are several parts of the discussion that I would like to explore and share my thoughts on.

The notion that "one size fits all" in IT Service Management (ITSM) implies that a single framework, methodology, or set of best practices can be universally applied across all organizations and situations.

I had always believed that the ITIL framework was strict and rigid, promoting a "one size fits all" approach. However, after listening to David, I realized that while ITIL was initially developed as a "process-driven model," it was always intended to be implemented in a more diverse capacity. The issue was that people needed to read between the lines to tailor the implementation to their specific needs, but they were often not equipped to do so.

David said "Todays ITSM need to look at People, Process, Technology, Partners a whole Eco System around processes".  I would add that they also need to start bringing  Empathy, Respect, Ethics, consciousness and emotions as main components of the design and implementation

One of the questions Katrina asks and talks about a lot. "Do users what a Great experience, is GOOD, GOOD enough.  For me Good should the the the minimum, the starting point we should always strive to have the great experience, and the great experience dose not have an expensive price tag but dose require a lot of work and all parties need to drive in that Direction

David talks about the three R's RESPONS,  RESULUTION, RESPECT. these are for me the very bassline for a good IT service desk and can be built on to go above and beyond that users needs and expectations. 

In Katrina's book she defines two person's the user and customer

• User: The person using the technology to deliver value to the customer
• Customer: The person that deriving value from the business services

I would disagree on this slightly and would define three persona's and not just two

• User: The IT department and administrators that deliverer and manage the Platform's and services to customers
• Internal Customer: Company employees that use the Platform's and Services to deliver and manage the services provided to business partners.
• External Customer: The business partner who consume the Platform's and Services provided.