Masterclass – Humanising AI
Most organisations are asking the wrong questions about AI.
The questions isn’t ”Can AI do this?” It’s ”Should AI do this?”
Artificial Intelligence is transforming IT Service Management at an unprecedented pace. From AI-powered service desks and virtual agents to copilots and intelligent automation, organisations are rapidly adopting AI to improve efficiency and reduce costs.
This interactive masterclass introduces the HIT Lens™, a practical human-centred framework for evaluating AI initiatives. Rather than focusing solely on technology, participants will explore how AI impacts people, trust, decision-making and service experiences, ensuring organisations create AI-enabled services that are not only intelligent, but genuinely human-centred.
Target Audience
This Masterclass is designed for:
- CIOs and IT Leaders
- Service Management Professionals
- Service Desk Managers
- Digital Transformation Leaders
- Enterprise Architects
- AI Programme Leads
- Experience Managers
- Anyone responsible for introducing AI into IT services
What will it involve?
Participants will explore:
The AI Revolution in ITSM
- How AI is reshaping IT Service Management
- The opportunities — and the unintended consequences
- Why efficiency alone is no longer enough
Introducing the HIT Lens™
A practical framework for evaluating AI through a human-centred perspective. Rather than asking “Can AI do this?”, the HIT Lens™ asks:
- Should AI do this?
- What experience are we creating?
- Who benefits?
- Who might be disadvantaged?
- Where should humans remain involved?
- What unintended consequences could emerge?
Applying the HIT Lens™
Evaluate AI across real-world ITSM scenarios, including:
- AI Service Desks
- Virtual Agents & Chatbots
- Knowledge Management
- HIT Lens™ | Humanising AI™ Masterclass
- Incident & Problem Management
- Change Enablement
- Employee Experience
- AI Governance & Decision Making
Humanising AI™ in Practice
Participants will work through practical exercises to:
- Evaluate AI opportunities using the HIT Lens™
- Challenge assumptions about automation
- Identify experience risks
- Balance efficiency with empathy
- Develop practical next steps for their own organisation
What are the key benefits of attending?
By the end of the session, participants will be able to:
- Understand how AI is changing IT Service Management.
- Apply the HIT Lens™ to evaluate AI-enabled services.
- Recognise the risks of automating poor experiences.
- Identify where AI creates value — and where human judgement remains essential.
- Create practical actions for implementing Humanising AI™ within their organisation.
Key Takeaway – AI changes what we can automate. The HIT Lens™ helps us decide what we should automate.
Delivery Platform
This online Masterclass will be delivered using Teams.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.
How much does it cost?
Places are available to itSMF UK members for £295.00 + VAT.
Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
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