Humanising IT Foundation - Including Exam

This full certification is ideal for:

- IT professionals who want to go beyond process and compliance and focus on what users actually experience

- Service desk leaders, business relationship managers, product owners, and digital transformation leaders

- Anyone responsible for improving portals, workflows, support services, or service management processes

- Change-makers who know their IT team is technically strong — but want to be experience-strong

Whether you work in operations, delivery, or design — this course helps you bridge the gap between technical success and human success.

By completing the full certification package, you will:

• Understand the foundations of human-centred design and how it applies to IT service delivery
• Identify and analyse gaps between what IT services promise and what users actually experience
• Use techniques like empathy mapping, stakeholder mapping, service safari, and journey mapping to uncover user needs
• Challenge assumptions and uncover hidden biases that distort how services are built
• Reframe problems using tools like problem statements and “How Might We” questions
• Transition from technical fixes to experience-led improvements that still meet operational and compliance needs
• Confidently participate in (or lead) redesign efforts using the HIT Double Diamond Framework™
• Prepare for and pass the HIT Global Certification Exam

More than knowledge, you’ll walk away with skills, language, and tools that you can bring into your team or organisation immediately — to start making IT more human.

RUNWAY 1

Foundational Concepts of IT Service Management & Human-Centred Design

Understand core IT Service Management challenges and why Human-Centred Design is essential in modern IT Service Management.

1. WHAT IS HUMANISING IT™?
• The gap between IT Service Management and the user experience
• How Humanising IT™ introduces a Human-Centred Mindset into IT Service Management
• The impact of process-driven IT approaches on service quality and user satisfaction
2. WHAT IS HUMAN-CENTRED DESIGN?
• Human-Centred Design principles: Empathy, Context, Iteration, and Problem Framing
• The role of Human-Centred Design in understanding user needs and designing positive user experience
3. BRIDGING IT SERVICE MANAGEMENT AND HUMAN-CENTRED DESIGN
• How Humanising IT™ applies Human-Centred Design to IT Service Management
• The difference between customer experience (CX), user experience (UX), and internal user experience (IUX) in IT Service Management
• Preparing for Runway 2, where practical tools and research techniques are introduced

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 1:

• Identifying blind spots in IT Service Management processes
• Comparing IT Service Management and Human-Centred Design approaches
• Exploring the definition of users and customers in IT services
• Applying problem-framing techniques to IT Service Management

RUNWAY 2

Human-Centred Design: The Double Diamond - Tools & Techniques

Develop an understanding of the Human-Centred Design Double Diamond Framework. Learn structured research methods, creativity techniques, and problem-framing approaches to uncover real user needs to design user-centred IT services.

1. THE DOUBLE DIAMOND: A STRUCTURED APPROACH TO EXPERIENCE DESIGN AND INNOVATION
• The four phases: Discover, Define, Develop, Deliver
• Problem-solving: Why it is critical in experience design
2. RESEARCH TECHNIQUES USED IN HUMAN-CENTRED DESIGN & APPLIED TO IT SERVICE MANAGEMENT
• Qualitative vs. Quantitative Research: When to use each
• Observation vs. Asking: Gathering user insights beyond IT metrics
• Conceptual Inquiry: Exploring IT service problems beyond surface-level symptoms
3. CREATIVITY & CONFIRMATION BIAS IN IT SERVICE MANAGEMENT
• Divergent vs. Convergent Thinking: How creative problem-solving applies to IT services
• Confirmation Bias: Recognising and overcoming cognitive biases in IT Service Management
4. EMPATHY & EXPERIENCE MAPPING
• Empathy Mapping: Understanding user pain points and perspectives
• Journey Mapping: Identifying key IT Service Management touchpoints and moments that matter
• Personas: Exploring their role in experience design and their application in IT Service Management

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 2:

• Observation vs. Asking: A guided exercise where learners classify different research techniques based on real IT Service Management scenarios
• Empathy Mapping Activity: Drag and drop predefined user statements into Think, Feel, Say, Do categories
• Divergent vs. Convergent Thinking Sort: Identify whether ideas are exploratory (divergent) or focused (convergent) in a simple sorting task
• Journey Mapping Quiz: Multiple-choice and true/false questions to reinforce the purpose and application of journey mapping in IT Service Management

RUNWAY 3

The HIT Double Diamond Framework™ (HIT DDF™) & First Three Activities

Learn and begin applying the HIT DDF™ to IT Service Management by using core activities that bridge experience design with IT Operations.

1. INTRODUCING THE HIT DOUBLE DIAMOND FRAMEWORK™
• What is the HIT DDF™?
• How IT Service Management phases align with HCD’s Double Diamond
• Why HIT DDF™ is unique: Extending beyond design to IT operations
2. PHASE ALIGNMENT: HOW HIT DDF™ INTEGRATES WITH IT SERVICE MANAGEMENT
• Discover - ITSM Strategy
• Define - ITSM Plan (Design)
• Develop - ITSM Build
• Deliver - ITSM Transition
• Run/Maintain - ITSM Operations & Support
3. WHAT MAKES HIT DDF™ UNIQUE? THE MISSING "RUN/MAINTAIN" PHASE
• Explains how Human-Centred Design typically ends at delivery, missing the IT Operational phase of IT Service Management
• Covers the role of IT Service Management in maintaining services post-deployment, often without having influenced the original design
• Introduces the unique fifth phase of HIT DDF™, which ensures IT services stay reliable, secure, and user-centred over time
4. THE FIRST THREE ACTIVITIES OFTHE HIT DDF™
1. Recognising the Initial Perceived Problem (RIPP): Identifying how each stakeholder first defines or sees the problem before jumping to solutions
2. Assumptions Analysis: Surfacing what users believe to be true—both implicit and explicit—to uncover biases and challenge untested beliefs
3. Stakeholder Mapping & Experience Lens: Mapping who is involved and understanding their role, and how they interact with IT Service Management

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 3:

• HIT DDF™ Phase Alignment Exercise
• RIPP Activity: Identifying and comparing stakeholder perspectives
• Assumptions Analysis Practice
• Stakeholder Mapping using the Experience Lens Template

Humanizing IT Certification

• The exam is conducted online and consists of multiple-choice questions. To achieve certification, you will need to achieve a minimum of 15 correct answers out of a total of 20 questions.

How Certification Works

This package includes all three required modules and the official certification exam — everything you need to become a certified Humanising IT™ professional.

- No separate purchases required

- Access all content immediately

- Sit your exam when you’re ready

Why It Matters

In most organisations, the phrase “user experience” still doesn’t reach IT.

Even well-run IT services can leave users feeling frustrated, confused, or ignored — because traditional frameworks don’t teach us how to design for experience.

This course changes that.

You’ll learn how to:

- Diagnose why services don’t feel usable, inclusive, or helpful

- Bring evidence, empathy, and insight into service design

- Deliver improvements that are not just efficient — but trusted and valued

Humanising IT™ isn’t about soft skills or feel-good fixes. It’s about embedding experience thinking into the heart of how IT services are built and supported.