HIT Global

Humanising IT™: Setting the New Agenda for IT Service Management

Make no mistake: experience is now the defining demand in IT service management.

Traditional frameworks like ITIL, Agile, and DevOps have brought consistency, structure, and control. But in today’s digital world, they are not enough on their own. IT services must be designed not just for stability and cost, but for the human experience — the day-to-day reality of users, support teams, and business stakeholders.

That’s where Humanising IT™ comes in. Built on the proven discipline of human-centred design, and delivered through the HIT Double Diamond Framework, Humanising IT™ equips IT professionals to design ITSM processes and services that are reliable, secure, and truly experience-driven.

Learning Outcomes:

• Learn the skills of human-centred design — apply structured design methods directly to IT service management challenges.
• Leverage a proven framework — use the double diamond model, adapted for ITSM, to structure discovery, definition, development, and delivery.
• Design ITSM processes that innovate — move beyond functionality to create services and experiences that work for both users and IT staff.
• Learn how to lead collaborative sessions — not just meetings, but focused workshops that surface perceptions, challenge assumptions, and uncover hidden problems within ITSM
• Master practical design techniques — personas, empathy maps, experience research, and journey maps that feed directly into ITSM processes.
• Build capability, not just theory — leave with tools, methods, and templates you can immediately apply in your organisation.

Why now?

Because IT cannot afford to design services in isolation anymore. The organisations that succeed will be those who can deliver not just technology, but experiences that resonate with people.

Humanising IT™ is how you take IT service management to that next level.

The agenda has changed. Are you ready to lead it?