Humanising IT™: The Experience Distortion of IT Service Management

Great IT isn’t just reliable—it feels effortless, respectful, and human. Learn how you can deliver better experiences without breaking governance, security, or resilience.

Experience is now the “must-have” in IT service management—but many teams hit the same wall: 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 yet 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.

• Discover how you can spot the #1 source of “experience distortion” before it derails your service design
• Learn how you can use the HIT DDF™ to balance empathy with accountability in real-world IT operations
• Master practical ways you can strengthen stakeholder trust while still protecting security, resilience, and compliance
• Uncover the warning signs you can use to prevent well-meaning experience work from becoming theatre or rework
• Gain tools you can apply immediately to simplify service interactions and reduce friction for your users
• Unlock a repeatable approach you can defend with leaders, auditors, and risk owners—without losing the human outcome

This 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 the real constraints of IT.

Get your copy today and start designing IT services that people trust—without sacrificing control, compliance, or operational reality.