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How ITIL 4 is mobilising
and re-pivoting organisations globally

Announcement: New date!
10 November, 2021
11:30am AEDT | 12:30pm NZST
Australia and New Zealand
Katrina Macdermid
ITIL Trainer - Shared learning advocate
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ITIL® started as a structured approach for an IT organisation, but was soon perceived as stifling creativity and innovation due to its one-size-fits-all approach. With the release of ITIL 4, the framework has evolved significantly. It enhances flexibility and places an emphasis on value creation and shows the evolution of IT service management that was developed to meet the changing technology (and people) landscape. Our webinar guest speaker, ITIL trainer and advocate Katrina Macdermid, will discuss how the ITIL 4 framework is crucial for designing an ideal human experience that aligns with the IT services needs of business. You'll also hear Katrina's passion for human-centered design.

Join our webinar to know ITIL 4's fundamental role in enabling innovation and helping organisations realise its value.


  • Understand how ITIL 4 focuses on IT professionals supporting humans over technology.
  • Learn how to implement value creation, not processes.
  • Understand how ITIL 4 is a humanistic approach to IT service management.
  • Learn to design IT service management practices that support value streams.
  • Discover how ITIL 4, the new and flexible operating model, addresses slow IT delivery by enabling the speed to value and the speed to market in a collaborative and holistic way.
Katrina Macdermid
ITIL Trainer - Shared learning advocate

Katrina is a visionary and renowned ITIL Trainer, ITIL Global Ambassador and contributing author to all ITIL 4 official publications. Along with her team, Katrina trains and advises ASX listed financial institutions, leading health providers and public sector organisations in IITL, human centered design, and service management. Former co-chair and advisor of an airlines operation board representing over 300 of the world’s airlines, Katrina was responsible for leading the transformation of IT support models and service level agreements for airlines around the globe. Katrina is also the creator of the “Humanising IT” podcast, which hosts notable industry experts and gives voice to IT professionals.

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