HDI Atlanta - Humanizing IT with Wes Eugene and Doug Rabold

As AI accelerates the pace of technology, one question is becoming impossible to ignore: what does this mean for IT Service Management — and for the people at the heart of it?

The answer isn't more automation. It's more humanity.

As IT becomes increasingly automated, ITSM must become more intentionally human-centred. That shift has a name: IT Experience Management — the next evolution of service management. And it starts at the service desk, which in this transformation becomes something far more strategic: the Experience Center.

In this session, you'll learn the leading frameworks driving this critical shift — including XLAs for experience-level management and the Humanising IT™ framework for designing and delivering IT services with people, not just processes, at the center.

This isn't a future concept. It's happening now — and this session will show you how to lead it.