{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Humanising IT","title":"Is ITSM Stuck in the Past?","html":"","width":"100%","height":180,"duration":1382,"description":"What happens when one of the architects of ITIL 4 leaves the world of frameworks and starts experiencing service management from the vendor and corporate side?\nIn this episode of Humanising IT, Mark Basham and Katrina Macdermid are joined by Akshay Anand to explore the gap between best practice and what actually happens inside organisations.\nAkshay reflects on his journey from Axelos and ITIL 4 to Atlassian and the corporate world, including some of the realities he discovered along the way.\nThey discuss why some organisations are still operating around service management thinking from 20 years ago, whether AI is really reducing workload, how ITSM roles and skills are changing, and why many modern tools still carry the architecture of a different era.\nThe conversation also explores the human side of service management. Processes, frameworks and automation matter, but the experience of the people using and supporting a service matters just as much.\nIn this episode:\n• Why organisations struggle to move beyond old ITIL practices\n• What Akshay learned after leaving the framework and conference world\n• Why AI can sometimes increase rather than reduce ITSM workload\n• How AI could change traditional IT service management roles\n• Why future IT skills may look very different\n• The gap between the IT conference bubble and corporate reality\n• Why career progression means leaving some skills behind\n• Why HR, procurement and L&D need to be part of IT transformation\n• How legacy ITSM tools influence the way organisations still work\n• Why customer experience alone is not enough\n• Why we need to design services for the people delivering them too\nIf you work in IT service management, IT operations, service design, digital transformation or technology leadership, this episode challenges some of the assumptions we continue to make about how IT should work.\n#ITSM #ITIL #ArtificialIntelligence #AIOps #ServiceManagement #DigitalTransformation #HumanisingIT\nChapters\n00:00 Introduction...","thumbnail_url":"https://img.transistorcdn.com/Gzhkqv_YQnzva_9D5XhCn6gAXrmFiNpa3_-_m8MPWy8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9iYmMw/MGNmNzI0MzFkZDZh/ZDkwZTMwOThjNWIx/YjU1My5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}