Humanising IT(TM): The Experience Distortion of IT Service Management
Great IT Experiences Are Designed, Not Discovered
Great IT isn't just reliable-it feels effortless, respectful, and human.
As organisations place increasing focus on experience, IT leaders face a critical challenge: how do you create services that meet human needs while maintaining governance, security, resilience, and compliance?
In Humanising IT(TM) The Experience Distortion of IT Service Management, award-winning author and global thought leader Katrina Macdermid introduces a practical framework for designing IT services that work for everyone.
Built on the Humanising IT(TM) Double Diamond Framework (HIT DDF(TM)), this book provides a structured approach to balancing human experience with operational accountability-helping organisations create services that people trust, use, and value.
Drawing on decades of experience in IT service management, Katrina reveals how experience can become distorted throughout the service design process and provides practical tools to ensure human-centred thinking remains aligned with organisational responsibilities.
Inside You'll Learn How To:- Identify and address experience distortion before it impacts service outcomes
- Balance empathy, governance, risk, compliance, and operational accountability
- Strengthen trust between users, stakeholders, and IT teams
- Simplify service interactions and reduce unnecessary friction
- Design services that support both human needs and business objectives
- Apply the HIT DDF(TM) framework to real-world IT environments
- Create sustainable experiences that stand the test of operational reality
Whether you're designing new services, improving existing experiences, or leading organisational change, this book provides a practical roadmap for creating IT services that are human-centred, resilient, and effective.
Design IT experiences that work for everyone.
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