| Datum konání | 6. 5. 2025 09:00 |
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How do we ensure AI doesn’t just automate ITSM — but improves it?
Join Katrina Macdermid for a thought-provoking session on Humanising AI™, where she shares how to design AI-enabled services that protect trust, adapt to real needs, and deliver more than just efficiency.
Discover why the future of ITSM depends on human-centred AI.
In this session, Katrina Macdermid will explore why the future of ITSM cannot be built on automation alone.
As artificial intelligence increasingly shapes the way IT services are delivered — from ticket routing to risk scoring to self-service interactions — there is a growing risk that human needs are being overlooked.
Katrina will introduce the concept of Humanising AI™: an approach grounded in the Humanising IT™ Double Diamond Framework (HIT DDF™), which applies human-centred design thinking to the design, deployment, and continuous improvement of AI-enabled ITSM services.
Drawing on real-world examples, Katrina will unpack:
- How traditional AI rollouts in ITSM often miss hidden user needs
- Why early assumptions in AI design can create invisible service risks
- Practical techniques for diagnosing, designing, and improving AI-enabled services with a human experience lens
- What it means to lead ITSM into a future where automation and empathy are not opposing forces — but essential partners
Whether your organisation is just beginning to adopt AI or already deep in automation strategies, this session will challenge you to rethink success:
because automating IT service management alone— it must evolve to meet the human expectations of a changing world.