Humanising IT™: The Experience Distortion of IT Service Management

Great IT isn’t just reliable—it feels effortless, respectful, and human.

Learn how to deliver better experiences without breaking governance, security, or resilience.

Experience is now the “must-have” in IT service management—but many teams face the same challenge: what users want and what IT must control don’t naturally align. The result is friction, workarounds, mistrust, and “experience initiatives” that look good on paper but fail in real operations.

In Humanising IT™: The Experience Distortion of IT Service Management, award-winning author and global thought leader Katrina Macdermid reveals why experience design becomes distorted inside ITSM—and how you can prevent it.

Built on the Humanising IT™ Double Diamond Framework (HIT DDF™), this book gives you a structured, defensible approach to designing services that honour human needs while meeting governance, risk, compliance, and operational responsibility.

Inside, you’ll learn how to:
• Spot the #1 source of “experience distortion” before it derails your service design
• Use the HIT DDF™ to balance empathy with accountability in real-world IT operations
• Strengthen stakeholder trust while protecting security, resilience, and compliance
• Recognise warning signs before experience initiatives become theatre or rework
• Simplify service interactions and reduce friction for your users
• Apply a repeatable approach you can defend with leaders, auditors, and risk owners—without losing the human outcomeThis book is for anyone who designs, delivers, or supports IT services—from service desk analysts to CIOs—who wants simpler, more human-focused ways of working and practical tools that hold up in real-world constraints.

Start designing IT services people trust—without sacrificing control, compliance, or operational reality.