Webinar – The Experience Distortion of IT Service Management

Join award‑winning author, ITIL® 4 co‑author, and creator of Humanising IT™, Katrina Macdermid, for this exclusive webinar exploring her Amazon Top‑10 bestseller The Experience Distortion of IT Service Management.

In her book, Katrina reveals a tension most IT professionals feel but rarely articulate: IT service management is built on one set of frameworks — the ones you already know — designed for process, standardisation, efficiency, and control. But the world is now asking IT to deliver something those frameworks were never designed for: experience.

To understand why this gap continues to widen, Katrina introduces a second framework – one many IT professionals have never been formally trained in: human‑centred design. This discipline is purpose‑built for innovation, placing behaviour, context, and lived experience at the heart of how services are shaped and delivered.

These two frameworks sit side by side in modern organisations, yet they were created for completely different environments, with different assumptions, constraints, and goals. And when they collide inside ITSM, experience becomes distorted.

In this webinar, Katrina will explore:

• Why ITSM frameworks and human‑centred design are not a perfect fit
• How experience is being unintentionally distorted inside IT service management
• What “experience” actually means in an IT context beyond satisfaction scores
• Why AI is amplifying the distortion faster than organisations can see it
• How IT teams can redesign services so they work for people and systems
• Practical steps from the Humanising IT Double Diamond Framework

Whether you’re a CIO, service leader, or practitioner navigating modern IT environments, this session offers a fresh, evidence‑based lens on why experience keeps slipping through the cracks and what IT can do about it.

Bio

Katrina Macdermid is the creator of Humanising IT and Co-founder of HIT Global. With a background in IT service management and as an ITIL 4 contributing author, she has worked with global organisations to rethink how IT services are designed and delivered.

Katrina is recognised for introducing a human-centred approach to IT service management helping organisations move beyond process, tools, and metrics, and focus on the lived experience of their users. Her work highlights a critical gap in the industry: IT has always shaped experience, but rarely by design. Through Humanising IT, she is leading a shift toward more intentional, experience-led service management.

Delivery Platform

This webinar will be delivered using ClickMeeting (test your connection here).

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 1 ‘Professional Education’ ITIL CPD point for attending this event – more details available here.

How much does it cost?

This event is FREE for all itSMF UK members.

If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.

Please register using the link below and access details will be sent to you  before the webinar start date. A recording of the webinar will be available here 24 hours after the live event.

REGISTER NOW!