21. The truth behind ITIL 4: a tad of processes and a pinch of humans to make value streams, with Katrina Macdermid

If you're planning on taking the ITIL 4 certification (or are in any way related to it), this episode is a must. Katrina Macdermid (ITIL master author) sheds some light — not without a bit of controversy — on the fundamentals of ITIL 4, what it went wrong, and what it got right. Join the conversation, and take with you the recipe to create effective value streams. Katrina Macdermid is a consultant, educator, and IT Service Management Maturity Assessor. Her experience includes tenures at Jetstar Airways, Qantas, and Amadeus. She won three global awards in training and is an advocate of incorporating Human-Centered Design into ITSM