2026 Schedule

AI isn't coming to IT service management — it's already here. But most organisations have jumped straight to automation without asking: Is this actually helping our people?

In this full-day workshop, we rethink everything you've been told about AI in IT. Drawing on the globally recognised Humanising IT™ approach, this session introduces Humanising AI™ — a practical, experience-led framework that puts people back at the centre of AI design and deployment.

We'll explore the critical differences between generative and agentic AI, unpack common misconceptions about smart tools, and reveal how poor AI design is creating new frustrations instead of solving old ones.

Through immersive storytelling, live examples, and practical frameworks, attendees will learn how to question vendor assumptions, challenge default logic, and redesign AI-enabled services that don't just function — they feel right.

If you're working in ITSM, automation, product ownership, or transformation leadership — this workshop is your essential guide to making AI work for humans.

Takeaway

Learn what real AI from "smart automation" and avoid misleading assumptions

Identify how and where AI is already embedded in ITSM workflows — often invisibly

Understand why many current AI solutions frustrate users despite being technically accurate

Apply the three Humanising AI™ pillars: Human-Centred, Inclusive, and Trustworthy

Redesign AI-enabled support journeys with empathy, clarity, and ethical responsibility

Challenge the myth that AI is inherently efficient — and learn how to assess value from a human lens

Gain the confidence to lead and influence AI discussions across service, ops, and strategy