Katrina is a globally recognized entrepreneur, award-winning author, and leading expert in IT service management (ITSM). Her best-selling book, "Human-centered Design for IT Service Management," introduces human-centered design principles to ITSM, sparking unprecedented interest in the field.
A visionary and thought leader in ITSM, learning, and consulting, Katrina holds the title of ITIL Master and served as a former ITIL Global Ambassador. She contributed to all official ITIL 4 publications, cementing her status as a key figure in the industry.
Internationally renowned as a speaker, educator, and consultant, Katrina’s expertise, innovation, and advocacy have positioned her uniquely to ensure IT focuses on human elements—not only for users but also for the professionals delivering these services.
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