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Author: Mark Basham

Is there an ITIL Dilemma?

October 3, 2025 4 Comments

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“It was incredible to work with Katrina over the ITIL® 4 programme, as she modernises and humanises ITSM, helping the field move confidently into the 21st century.”

Akshay Anand Lead Architect for the ITIL® Update Programme

“…we are now seeing the benefits across the entire team as we redevelop Service Delivery processes and design a new Service Delivery portal.”

Matt Malone - CIO Epworth HealthCare

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Shane O’Brien Senior IT Service Manager, APAC - WSP

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Brett Randall Founder and Principal Consultant - Fractl

“…human-centered design into a straightforward practical approach that puts the most important system component in the spotlight – people.”

Keith Junius Enterprise Architect - Equifax

“…the quality and presentation of the Humanising IT™ course in the app really resonates with my Agile/Dev background. HIT fits well with ITIL.”

Alex Harding Head of IT Services - Runshaw College

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Ram Parkash Lead Consultant - Infotech

“…gave me a deeper insight into focusing on experience throughout service design. It promotes empathy, service-oriented thinking, and puts the user at the centre.”

Jan Heunks Docent IT Service Management - HU University of Applied Sciences Utrecht (Hogeschool Utrecht)

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Rich Zanatta CTO - NuAxis Innovations

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Carol Kelley Account Delivery Manager - DXC Technology

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