Humanising ITâ¢

The Experience Distortion of IT Service Management

By: Katrina Macdermid

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Paperback | 4 February 2026

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Experience has become the new "mustâ'have" in IT service management.

But applying experience design to IT is not as simple as it sounds.

Humanâ'centred design emphasises empathy and human need.

IT service management must operate within governance, security, resilience, risk, and compliance.

These worlds do not fit neatly together.

In The Experience Distortion of IT Service Management, Katrina Macdermid, awardâ'winning author and global thought leader, explores why this tension exists and how design becomes distorted as it meets the operational realities of IT service management.

The Humanising ITâ¢ Double Diamond Framework (HIT DDFâ¢) underpins this book. It adapts humanâ'centred design to operate within governance, risk, and operational responsibility, offering a structured and defensible way to design services that honour both human experience and IT accountability, while reducing the distortion that often occurs when experience meets IT practice.

This book is for anyone who:

Designs, delivers, or supports IT services
Wants to strengthen relationships with users and stakeholders
Wants simpler, more humanâ'focused ways of working
Wants practical, immediately applicable tools, not just theory.

From service desk analysts to CIOs, and every role in between.

If you work with IT services, this book is for you.

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