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Putting the HEART into IT Service Management

IT service management champions customer focus, but doesn’t tell us the how. Meaning it doesn’t provide a framework for how to be customer focused.

Human-centred design shows us how to be customer focused, but falls short in understanding the complexity of the technology to design and support the customer experience.

What is Humanising IT™?

At its core, Humanising IT™ is a body of knowledge that integrates principles of human-centred design into IT service management, resulting in user-centric services. It is also a book and training course.Humanising IT™ is designed to work alongside any IT service management framework, making it a versatile and adaptable solution for IT service management.

Stay ahead of the IT service management curve and enjoy exclusive career benefits, including:

Enhancing the perception and impact of IT in your organisation by adopting a human-centred approach.

Increasing your career opportunities and earning potential with specialised skills in user-centred IT service management.

Improving user satisfaction by creating more intuitive and effective IT services.

Fostering a culture of collaboration and innovation in the workplace through human-centred design principles.

Humanising IT™ Training & Certification

Winner of 3 Awards: Best Certification and Training;
Best Scenario Training; and Best Education Training.

Learning Options: Virtual, blended, or face-2-face

We know how busy IT professionals are, so we have created three learning options:

Economy

Our online, self-paced training option is designed to provide you with maximum flexibility and affordability. With this option, you can access the course materials at your own convenience and learn at your own pace.

Business Class

Our blended learning option combines the benefits of online, self-paced training with interactive sessions to enhance your learning experience. In addition to the online modules, you’ll have the opportunity to participate in two 2-hour sessions.

First Class

For those seeking an immersive and intensive learning experience, our bootcamp option is the perfect choice. This one-day course is designed to provide you with a comprehensive overview of Humanising IT™, covering key concepts, strategies, and practical applications.

Economy

Business Class

First Class

Katrina emphasises the need for a holistic balance between process and people – something all too often missing, and I think many of us can be guilty of swaying too far one way or the other. If you’re thinking about what the next steps are for IT Service Management in your career or your organisation, I think you’ll find her book (and her training, which I was fortunate enough to sit in on last year as well) incredibly beneficial! Thank you, Katrina, for working so hard on this. I am eagerly looking forward to the next installment!

Brett Randall,

Founder and Principal Consultant

Having had the pleasure of working with Katrina and now experiencing the joy of this accomplishment with her, how could I not be prouder of this woman! Keep paving the way Katrina, keep writing and taking others on the Humanising IT path.

Mary-Beth Hosking MBT,

Chief Executive Officer, Vic ICT For Women

How exciting to discover my fresh new copy of Human-centred design for IT service management waiting for me when i got home this afternoon. I can’t wait to devour these pages of inspiration. [ I may have already flicked to the page with our SLHD case study . Ppssst !- its on page 13 ] ???? Looking forward to getting the amazing Katrina Macdermid to sign my edition!

Ben Reid,

Service Operations Manager, Ausgrid

Quite simply - the essential evolution of IT Service Management.

Dave Coplin,

Chief Envisioning Officer, The Envisioners Ltd

The intersection between experience and IT service management - that is where the magic lies: in humanising IT.

Wesley Eugene,

Partner & Chief Information Officer , IDEO

I have just finished reading Katrina Macdermid's book on Humanising IT. I must say, it is a fantastic, entertaining and on-the-money guide to making IT more human-friendly. Much of my time in IT leadership has been spent trying to put words to what Katrina so eloquently describes in just the right amount of detail. It’s rare to read any IT service management text that talks about “lived experience” of customers, and empathy with business users.

Brett Randall,

Founder and Principal Consultant

Courier just delivered the book. looking forward to reading it. In my opinion it should be a reading material for high school students to build passion for technology and user interaction in a very positive and nurturing way.

Mohammed Huque,

Manager, Health Informatics and Clinical Costing, Department of Health, Tasmania

Buy the best-selling Humanising IT™ book today!

Humanising IT™ applies human-centred design principles to the world of IT service management.

Those who have any role in delivering IT services, from service desk analysts to software developers, CIOs and every human in between, will learn that to improve IT service management, you must prioritise the human experience.

Under the guidance of Katrina Macdermid, an internationally recognised thought leader on IT service management, you are certain to improve your success in the wider business world by learning to put people and the user experience first.

Order your copy today and start putting the “HEART” into IT service management!

Buy Now

Our Founding Team

Katrina Macdermid

Co-founder & Director, HIT Global Ltd

Mark Basham

Co-founder & Non-Exec Dir, HIT Global Ltd

Tili

Your Humanising IT™ Guide

Humanising IT™ prioritises human-centered technology experiences by designing accessible, usable, and valuable processes. Our approach goes beyond functionality, aiming to make experiences emotionally resonant and personally meaningful.

Our vision: Every IT professional on the planet certified in Humanising IT™.

HIT Global Ltd

HIT Global Ltd was founded in November 2022 when Katrina and Mark joined forces to take Katrina’s book “Human-centred design for IT service management” to market. Their shared belief is that human experience is often missed when it comes to designing IT services. Humanising IT™ seeks to bridge this gap by introducing the concept and techniques of human-centred design and integrating them into IT service management.

As we all know, technology is playing an ever-increasing role in every aspect of our lives, so IT service must also evolve.

Human experience is the new frontier, and Humanising IT™ is the solution.