2025 Schedule

While IT Service Management (ITSM) has traditionally provided essential structure, consistency, and operational effectiveness, the experience of employees and customers often remains fragmented, transactional, and emotionally disconnected. Users frequently bypass established processes, escalate frustrations, or express dissatisfaction, suggesting a persistent gap between IT delivery and meaningful experiences.

In this engaging session, Doug and Rae Ann will explore how Human-Centered Design (HCD) provides a powerful bridge between conventional ITSM practices and the creation of compelling, positive experiences. You'll learn how shifting the perspective from inside-out (IT-centric) to outside-in (human-centric) can transform service interactions, significantly enhance employee engagement, and improve customer satisfaction. By contrasting traditional SLAs with sentiment-driven XLAs, we illustrate how understanding and acting on the emotional context—how people truly feel—enables organizations to differentiate themselves, retain happier employees, and foster loyalty.

Join us to discover practical approaches for humanizing IT, leveraging sentiment as a strategic asset, and embedding human-centered design into your ITSM initiatives. Walk away inspired and equipped to bridge the gap between standard IT processes and outstanding human experiences.

Takeaway

- Approaches for introducing human-centered design
- Recognizing how ITSM often falls short in delivering a good experience
- How to shift from "inside-out" to "outside-in" thinking