ITIL® Master, Author
& Global Ambassador

Katrina Macdermid

To me it's a " no brainer".

IT organisations need to adopt Human Centred Design principles.

After all, we are not supporting technology; we are supporting humans.


If best practice is best
why is this the common perception of the business about IT?

About Katrina

Katrina is a visionary and renowned ITIL® Trainer, ITIL® Global Ambassador & 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 centred 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, giving voice to IT professionals which hosts notable industry experts.


Jeffrey Tefertiller
on Configuration Management

Coming Soon

Chris Dolphin
A journey to service industry excellence

Coming Soon


Alex Linetsi
on Knowledge Management

Coming Soon

I love having the opportunity to train IT professionals not just ITIL; together we learn how to create great customer &  employee experience.

From my experience, I no longer believe consultants can bring change, what I do believe is I can work with your people so they can deliver great change.

As a Global Keynote Speaker and Events MC, I present to organisations on challenging IT “best practice” design processes (best is not always best).

 “Could your Mother use that feature?”

A question I often ask.

I love being part of the service management community allowing the platform to voice my passion on changing how IT Services are designed.  

We need to think about the different types of humans using the technology we design.


Some of the places I’ve redefined.

Uplifting and inspiring people is one of my greatest rewards. Aligning people to come together for a common cause requires passion and integrity. Here’s some of the places I’ve shaped change:


To me it’s a ” no brainer”  IT organisations need to adopt Human Centred Design principles. After all, we are not supporting technology; we are supporting humans

About Lisa Parnis

Katrina is thrilled to have Lisa as her Business Technology Partner.

Lisa is the founder of Redhero an organisation that makes learning your ultimate competitive advantage. Lisa and her team are obsessed with connecting learning and commerce to deliver swift skill uplift and significant ROI for our customers.

RedHero’s customer range are incredibly diverse: Google, LinkedIn, Cirque Du Soleil, PETstock & HR Block to start ups. More recently since Covid-19, Lisa and her team are helping small businesses and consultants scale their IP through their custom learning technology.

Before starting Redhero Lisa was the Sales Capability Manager for Google's Channel Partnerships team where she won a Global award for innovation and business impact in the traditional media space. Lisa is also in the Top 100 Young Entrepreneurs list in Australia for 2019 and completed the Entrepreneurs Development Program at MIT in 2019 where together with her team, won the prestigious pitching competition.

Lisa comes from a massive Maltese family, she’s a favourite aunty, a lover of random adventures, Pilates and making beautiful things with her hands. She is kind, compulsively curious and addicted to learning.

About Tili your ITIL® Coach

As part of your unique ITIL® learning, we have created a storyline based on a fictitious organisation called Fly First Airlines. Founded in 1982 in Sydney Australia, the airline plays a vital role in the transport of business and leisure nationally and globally.

Tili is your ITIL® 4 Coach© and will be guiding your through your ITIL® 4 journey and will demonstrate how ITIL® 4 has been adapted and adopted at the airline to enhance the passenger and employee experience.

Tili is a little playful and very likeable and dare we say, makes ITIL® learning fun!

We do hope you enjoy the company of Tili in your ITIL® 4 learning journey.