Key takeaways

Humanising IT™ Foundation is the intersection between IT service management (ITSM) and human-centred design

Humanising IT™ Foundation is the intersection between IT service management (ITSM) and human-centred design. It combines the principles of ITSM with a focus on understanding and meeting the needs of users through user-centric design approaches, by integrating human-centred design into ITSM practices.

Human-centered IT service management is based on the principals of human-centered design

Human-centered IT service management is based on the principals of human-centered design, a framework for creating products and services to meet the specific needs of clients, users, or customers.

Human-centred design is about empathising with users, whereas IT service management provides processes and technology to support users. And here lies the disconnect.

Human-centered IT service management is the great differentiator and provides enterprises with competitive advantage. Why?
It improves the productivity of users by incorporating human-centered design concepts to streamline IT processes.
It can then be used to structure IT services and products that are designed to be intuitive, easy to use, and created to provide exactly the level of service to match the need.

Human-centered IT service management is the great differentiator.

Create experiences instead of measuring experiences

Why organisations adopt Humanising IT™️?

“I think the biggest problem is people ask, ‘How can we take IT from the past and convert it to work in the future?’
The reality is that many things no longer need to be done because they can be automated, integrated, or done differently”.

Explore our learners

Humanising IT Foundation -
Premium Economy

Access modules at your own pace: flexible learning schedule to suit your lifestyle

Uur self-paced online training option, offers maximum flexibility and affordability. It’s ideal for organisations looking to provide their IT professionals with foundational knowledge in human-centred IT service management without disrupting their busy schedules.

Features:

• 2 month access to the Humanising IT™ app

• Self-Paced Online Modules

• “Human-centred design for IT service management” e-Book

• Humanising IT™ Foundation Exam Voucher

• Publishable Digital Certification Badge

Humanising IT Foundation -
Business Class

Collaborate with peers in a virtual classroom environment with a 4-hour instructor led training programme

Our Business Class Package blends self-paced learning with interactive sessions, offering an engaged learning experience. This package is perfect for teams seeking a collaborative approach to mastering human-centred IT service management.

Features:

• 2 month access to the Humanising IT™ app

• Self-Paced Online Modules

• “Human-centred design for IT service management” e-Book

• Humanising IT™ Foundation Exam Voucher

• Publishable Digital Certification Badge

• Retake Exam Voucher

• Student Handbook

• 4-hour Group Session with a HIT Global Instructor

Humanising IT Foundation -
First Class

An intensive, one day boot camp with a tailored case study from your organisation

The First Class Package is our most comprehensive and immersive option. It includes a 1-day bootcamp designed for an in-depth exploration of Humanising IT™ principles. Ideal for teams looking for an intensive, hands-on learning experience.

Features:

• 2 month access to the Humanising IT™ app

• Self-Paced Online Modules

• “Human-centred design for IT service management” e-Book

• Humanising IT™ Foundation Exam Voucher

• Publishable Digital Certification Badge

• Retake Exam Voucher

• Student Handbook

• 8-hour Group Session with a HIT Global Instructor

Why do things go wrong in IT service management?

David Ratcliffe – President – Pink Elephant

Join Katrina Macdermid and Wesley Eugene on the first episode of the Humanising IT™ podcast with special guest David Ratcliffe, president of Pink Elephant. They delve into ITSM complexities, discussing how human-centered design can revolutionise the field.

Key topics include insights from Katrina’s book, “Human-Centered Design for IT Service Management,” and the evolution of ITSM from a process-driven framework to a human-focused approach. David shares his experiences and introduces Pink Elephant’s new Integrated ITSM model, which combines traditional ITSM with agile, lean, and organisational change management practices.

Tune in for a thought-provoking discussion that challenges conventional ITSM practices and advocates for a more humanised, experience-led approach to IT service delivery.

Learning outcomes

Provide a general summary of the services you provide, highlighting key features and benefits for potential clients.

Integration of
human-centred design:

Students will acquire an understanding of human-centred design principles and how to integrate them into IT service management.

They will be able to use these principles in the design and delivery of IT services to prioritise the user experience, resulting in more user-friendly and efficient IT processes & services.

Enhanced
problem-solving skills:

Students will learn problem-solving skills through the lens of human-centred design with a focus on user needs.

They will be equipped to identify IT issues from the user's perspective and apply innovative solutions to address these challenges effectively.

Application of design thinking framework into the ITSM lifecycle:

Students will explore the design thinking framework: the double-diamond model
and understand how to effectively integrate
the model with the ITSM lifecycle.

This knowledge empowers IT professionals
to enhance their IT services by infusing human-centred design principles into their ITSM processes.

User-centric IT
service management:

Introduction to essential tools & techniques of human-centred design

Certification
in Humanising IT™

Students will gain the knowledge and
skills to shift their approach to IT service anagement, placing users at the center
of their strategies.

This shift will lead to higher user satisfaction, improved IT service outcomes, and increased alignment with business goals.

This course introduces participants to essential tools and techniques of human-centred design, including persona development, proto-personas, empathy-building strategies, journey mapping, and the art of formulating the right questions to ask users to truly understanding users needs.

Successful completion of the course will lead to certification as a Humanising IT™ professional.

This certification is globally recognised and demonstrates a commitment to providing IT services that prioritises the human experience, making students stand-out in their IT careers.

Frequently asked questions

Who should attend?

The course is designed for all IT professionals, ranging from service desk analysts developers engineers to CIOs; anyone responsible for IT service delivery. Additionally, individuals keen on enriching their comprehension of human-centred design principles and their practical application will find this course invaluable.

What is the exam format?

The exam format is online, requiring candidates to achieve a minimum score of 75% from a total of 20 questions to pass successfully and obtain your Humanising IT™ Foundation certification.

Are there prerequisites or language requirements?

While not mandatory, a basic understanding of IT service management concepts is recommended. Familiarity with frameworks like ITIL or COBIT and experience in IT service delivery roles can enhance the learning experience. However, the course welcomes learners of all levels, including those with a keen interest learning human-centred design principles.

How can I register?

Simply contact us for further information to begin your journey into

Humanising IT™.

Certification

Upon successful completion of your Humanising IT exam, you will be awarded an official certificate ‘Humanising IT™ Foundation’from HIT Global and a Credly digital badge. Your Humanising IT™ certification is perpetual, with no expiry date.

How Does Online Learning Work?

Chose your preferred mode of learning.
In line with our airport-themed approach to real-world application of learning, we prioritise convenience. We have customised the learning experience to align with your preferred style of learning.