2026 Speakers
Katrina Macdermid, BALMAIN, hitglobal.services
Katrina Macdermid is the co-founder of HIT Global and the pioneering co-creator of the award-winning Humanising IT™ Double Diamond (HIT DDF™) framework. A globally recognised thought leader and contributing author to ITIL® 4, Katrina is known for radically reimagining IT service management by integrating human-centred design principles into every stage of the ITSM lifecycle. With over two decades of experience in enterprise IT, Katrina has led service transformation programs across aviation, finance, healthcare, and government sectors. Her approach challenges traditional process-heavy methods, helping organisations design IT services that are not just reliable — but meaningful, usable, and inclusive. Katrina's recent work, Humanising AI™, tackles the fast-growing adoption of automation and artificial intelligence in ITSM — offering a bold, experience-led alternative to bot-first thinking. The HIT framework is now being taught and adopted globally, equipping thousands of professionals to lead the future of IT with empathy, ethics, and intelligence. She is a sought-after keynote speaker, published author, and passionate advocate for making IT — and now AI — human again.