HIT Global

HIT Global At HIT Global, we are redefining IT service management by starting and ending with people’s needs — put simply, we are Humanise IT™.

26/08/2026

What if IT had a bigger impact on employee satisfaction than we give it credit for?

Reliable laptops.
Fast Wi-Fi.
Systems that actually work.

They're easy to take for granted...
..until they don't.

Maybe IT isn't just keeping the lights on.

Maybe it's helping people enjoy coming to work.

24/08/2026

Imagine your CIO walking into the boardroom and saying:

"This quarter we've generated £6 million in enterprise value."

Not...

"We closed 98% of tickets."

Which conversation do you think gets more attention?

That's the future Chris Barrett hopes IT is moving towards.

19/08/2026

One of the best lessons in service design doesn't come from IT.

It comes from footpaths.

Some universities don't build paths immediately.

They wait to see where people actually walk...
..then build the paths there.

Imagine if we designed IT services the same way.

18/08/2026

IT often has one of the biggest budgets in the business.

One of the biggest teams.

One of the biggest ongoing investments.

So every pound spent on IT gets compared with everything else the organisation could have invested in.

That's why simply talking about cost isn't enough.

IT has to explain the value it creates.



These posts are built around the central idea of each clip rather than repeating the transcript, while staying faithful to the original discussion about business value, boardroom conversations, ITSM frameworks and leadership.

17/08/2026

Ask a room full of IT professionals:

"What do you think the business thinks of IT?"

According to Katrina Macdermid...

95% of the answers are negative.

Cost centre.
Too complex.
Hard to deal with.

So how do we change that perception?

Maybe we stop designing systems around technology...
..and start designing them around people.

14/08/2026

Imagine walking into the boardroom and saying:

"We can improve customer retention.
Increase recurring revenue.
Reduce churn.
Improve customer experience."

Suddenly...

That seven-minute update becomes a 27-minute conversation.

Because now you're talking about business outcomes.

12/08/2026

One customer complaint changed the way Katrina Macdermid thought about IT forever.

Passengers weren't complaining about technology.

They were complaining about excess baggage fees.

That wasn't an IT issue...

Until someone realised IT could solve it.

Sometimes innovation starts by asking for data nobody has ever asked for before.

11/08/2026

The board doesn't care which framework you're using.

They care about:
• Return on investment
• Risk
• EBITDA

If IT wants more influence, the conversation has to change.

This clip explains why value always wins over process.

10/08/2026

Ask an IT leader for a report...

You'll probably get incidents.
SLAs.
Response times.
Change success rates.

Ask them how IT created business value...

That's a much harder question.

Maybe the problem isn't the data.

Maybe we just don't have the language to explain it.

07/08/2026

Transformation isn't moving from A to B.

Sometimes you aim for B.....and end up somewhere completely different.

That's not failure.

That's transformation.

In this clip, Chris Barrett explains why transformation and continuous improvement are two very different things.

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