Humanising IT™: Transforming IT Service Management

At the core of Humanising IT™ is the groundbreaking shift from traditional IT Service Management (ITSM) to a human-centred approach. While conventional ITSM focuses primarily on processes and compliance, Humanising IT™ integrates user needs into every aspect of IT service delivery. This not only enhances service quality but also ensures greater satisfaction for both businesses and end-users.


Humanising IT™ employs the HIT Double Diamond Framework™ (HIT DDF™), which combines Human-Centred Design with ITSM. This structured methodology focuses on aligning IT services with the people they serve, ensuring that every solution is both effective and experience-driven. Whether you're introducing the foundational concepts or diving deeper into advanced practices, the Humanising IT™ Foundation training equips teams with the skills to implement this paradigm shift.


The approach follows three progressive Runways, each designed to build the skills necessary for transforming IT services:

Runway 1

Lays the foundation


Understanding the limitations of traditional ITSM and embracing human-centred design.

Runway 2

Introduces the Human-Centred Design Double-Diamond


Methodology and creative techniques.

Runway 3

Applies it all by introducing HIT DDF™ itself

Service management processes with real human needs.

Who is this Course For?

The Humanising IT™ course is perfect for:

  • IT professionals seeking to integrate human-centered design into their IT service management practices.
  • Teams looking to enhance their understanding of user-centric IT solutions.
  • Leaders in IT transformation aiming to upskill their staff with innovative, experience-driven methodologies.
  • Service managers and IT professionals wanting to align IT services with real-world human needs, not just process compliance.


Certification

Upon successful completion, you’ll receive a globally recognized certification from HIT Global. This certification validates your expertise in applying Humanising IT™ principles, ensuring you are prepared to create IT services that prioritize people while maintaining the performance, stability, and security expected from IT systems. With this certification, you’ll be equipped to transform IT service management in your organization through human-centered design.

Humanising AI™: A Groundbreaking Approach for IT Professionals

AI is revolutionizing IT service management, but understanding how to implement and design AI systems that truly benefit people is essential. The Humanising AI™ course equips IT professionals with the knowledge to apply AI in a human-centered, ethical, and responsible manner. Below are the course modules, each focusing on different aspects of AI implementation and design:

Module 1

Understanding Artificial Intelligence


In this foundational module, you'll break through the jargon and misconceptions surrounding AI. Learn to distinguish true AI from simple automation, and uncover key capabilities like classification, prediction, and generation. This module also delves into the ethical responsibilities of working with AI and the importance of experience design, even when AI algorithms seem to work.

Module 2

AI in IT Service Management


AI is already integrated into IT service management, but does it always work as expected? This module traces the evolution of AI in IT, from automation to intelligent systems. It helps teams understand where AI fits and fails, and explore emerging capabilities such as agentic AI. You'll also learn about the challenges of integrating AI into existing workflows and the hidden human costs of poor AI implementation.

Module 3

What is Humanising AI™?


This module introduces the concept of Humanising AI™, a mindset shift that moves away from tech-first thinking and places human experience at the core of AI design. You'll learn why many AI tools, such as chatbots, feel frustrating, and how prioritizing human needs over logic and process can dramatically improve AI effectiveness.

Module 4

Designing AI for People


Taking the insights from Module 3, this module focuses on the practical application of Humanising AI™ principles. Learn how to apply the three pillars of Humanising AI™—human-centred, inclusive, and trustworthy—when designing AI systems. This module covers how to improve AI communication, embed empathy, and ensure ethical AI practices that align with the needs of users and service providers alike.

Who is this Course For?

This course is ideal for:

  • IT professionals working with or around AI.
  • Teams implementing AI-enabled tools in service delivery.
  • Transformation leaders and product owners looking to upskill staff.
  • Professionals curious about the true capabilities of AI.


Certification

Upon successful completion, you'll receive a globally recognized certification issued by HIT Global, validating your ability to work with AI in a human-centered, responsible manner. This certification signals that you're equipped to bridge the gap between technology and user experience, ready to lead AI integration within your organization.