Humanising Service Management: Co-Creating Value in the Age of AI
About this episode
David Barrow discusses the evolution of service management towards a more human-centric approach in the age of AI.
Service Management is evolving, from frameworks and governance to human experience, allyship, and the ethical use of AI. David Barrow is an ITIL 4 Master and Ambassador, author, and consultant with more than three decades of experience helping organizations make IT feel more human. Throughout his career, David has focused on co-creating value — not just delivering services. He is passionate about allyship, collaboration, and building service management cultures that people genuinely want to be part of. His work challenges traditional, compliance-driven approaches and instead emphasizes shared ownership, meaningful engagement, and practical application of ITIL 4 principles in real-world environments. David is the co-author of Allyship Actually – Why It’s We and Not Me, Co-Creating Value in Organizations with ITIL 4, and An Education in Service Management. His most personal work, OH SH!T, I’ve Got Bowel Cancer, reflects his openness about vulnerability, resilience, and the human experiences that shape leadership and perspective. Whether advising organizations, speaking, or writing, David consistently brings one central belief to his work: service management works best when it works…
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