Masterclass – Humanising AI
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.
Announcing the 2026 itSMF UK Challenge Cup – enter your team today!
The itSMF UK Challenge Cup is back for 2026 – open to all member organisations and FREE to enter!
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.
Lunch & Learn – AI in Change Management: Using AI to support safer, smarter change
Change Management plays a vital role in maintaining stability while enabling innovation. As IT environments become more complex, organisations are exploring how AI can help improve risk assessment, impact analysis and change decision-making.
Lunch & Learn – AI in Knowledge Management: Turning knowledge into intelligence support
Knowledge Management plays a critical role in enabling faster resolution, better self-service and consistent service delivery. As organisations adopt AI capabilities such as virtual agents, intelligent search and automated assistance, the quality and structure of knowledge becomes even more important.
Lunch & Learn – AI in Incident Management: Detect earlier. Diagnose faster. Resolve smarter
AI has the potential to significantly improve how organisations detect, manage and resolve incidents — but its success depends on strong incident management practices and well-structured operational data.
Lunch & Learn – AI in Problem Management: Turning operational data into actionable problem insights
Problem Management has always been about moving beyond individual incidents to understand why issues occur and how to prevent them from happening again. As IT environments become more complex and generate increasing volumes of operational data, AI and modern observability capabilities are creating new opportunities to strengthen this practice.
Online Event – AI in ITSM: Ready or not, it’s here – Lunch & Learn
AI is already beginning to reshape how IT service teams operate; from automation and diagnostics to knowledge management, incident resolution, and customer experience. The real question for service organisations isn’t whether AI is coming, but whether we’re ready for it.
Introduction to ITSM – Part 2
This interactive business simulation event provides an opportunity for the theory learned during Part 1 to be applied in a realistic educational and fun environment. Step by step the team will apply basic ITSM processes and will learn how to deal with different business and IT situations.
Introduction to ITSM – Part 2
This interactive business simulation event provides an opportunity for the theory learned during Part 1 to be applied in a realistic educational and fun environment. Step by step the team will apply basic ITSM processes and will learn how to deal with different business and IT situations.
Introduction to ITSM – Part 1
Designed for apprentices, graduates and those moving into ITSM for the first time, attendees will be able to understand best practice for key areas in ITSM, how they work together, and most importantly what each practice needs to do for them all to work cohesively to provide ultimate value for the customer.
Introduction to ITSM – Part 1
Designed for apprentices, graduates and those moving into ITSM for the first time, attendees will be able to understand best practice for key areas in ITSM, how they work together, and most importantly what each practice needs to do for them all to work cohesively to provide ultimate value for the customer.