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Online Masterclass – Human-centred design for ITSM

19 April, 9:30 am - 4:30 pm


Facilitated by Katrina Macdermid, an independent consultant as well as an ITIL 4 Co-author, this masterclass provides a foundation level understanding of human-centred design and IT service management.  You would be right to question how these two disciplines could effectively fuse together, but they are more related than you might initially assume. The goal of Humanising ITSM is to break down the barriers not just between the business and IT departments, but within IT departments themselves.

Target Audience

This masterclass is designed for everyone who has a role in delivering IT services, from service desk analysts to software developers to CIOs and every human in between.  It is also applicable to individuals who are interested in learning more about successful IT service management and the value of prioritising the human experience.

While delegates who currently work in an IT-related role at any level would gain the most benefit from this event, you do not need any prior experience in IT service management or human-centred design.


What will it involve?

By the end of this masterclass, delegates will be able to draw upon practical, actionable tools to ensure human-centred design values are being embedded in their workplace.  Topics covered include:

  • IT service management culture. Has it really been defined?
  • Let’s get started on human-centred design. It’s great and something all IT professionals should learn!
  • IT service management & human-centred design: Same, same but different? You will be surprised (and delighted) at the synergies and similarities.
  • Are we solving the right problem? Drilling into the diamonds. Is that really an incident?  And does it matter?  YES!!
  • Seizing the problem space. Fall in love with the problem (yes, fall in love with incidents).
  • Exploring the solution space. Let’s go crazy with some ideas – yes, think outside the ITSM box.

Delivery Platform

This online Masterclass will be delivered using the ClickMeeting platform.  Please see technical requirements.

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.
online remote


19 April
9:30 am - 4:30 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website