Humanising AI™ defines how artificial intelligence should be applied in IT service management. Instead of simply automating today’s flawed processes, it equips IT professionals to pause, reframe, and design AI around human needs.
This is the only certification that blends AI, ITSM, and human-centred design — giving you the capability to shape automation that serves people, not just systems.
Artificial intelligence is arriving fast in IT service management. But without the right design, it risks amplifying the same frustrations IT has carried for decades: rigid processes, long waits, and impersonal “turn it off and on again” support.
Humanising AI™ is the first training program that shows IT professionals how to apply AI responsibly — not just to automate, but to reimagine how IT services are delivered and experienced.
Humanising AI™ builds on the globally recognised Humanising IT™ approach, now applied to the next big challenge: AI.
Through interactive microlearning, case studies, and practical exercises, you’ll learn how to:
This program is ideal for:
Whether you’re starting your AI journey or leading enterprise-wide transformation, Humanising AI™ equips you with the skills to design automation that builds trust, drives adoption, and creates real value.
Human-Centred Design (HCD) is a globally recognised framework for solving complex problems. It:
Our award-winning Humanising IT™ learning is structured into three consecutive modules, designed to build your knowledge step-by-step.
This module helps IT teams reframe the problems they’re solving — before they rush to solutions.
ogether, these techniques help expose the real causes of frustration, friction, and failure — many of which traditional ITSM never addresses
ogether, these techniques help expose the real causes of frustration, friction, and failure — many of which traditional ITSM never addresses
Bite-sized lessons you can complete anytime, anywhere. Around 6–8 hours in total, designed for busy IT professionals
Bite-sized lessons you can complete anytime, anywhere. Around 6–8 hours in total, designed for busy IT professionals
Commit upfront — enrol in all 3 modules, including the exam, for the complete journey.
Build sequentially — progress module by module, paying as you go. Your progress is always retained.
The Humanising AI™ program is designed for maximum flexibility — available exclusively as an online, self-paced course.
Learn anytime, anywhere through our award-winning mobile-friendly platform. Progress at your own pace with interactive microlearning lessons, case studies, and practical tools you can apply immediately in your workplace.
This format ensures you can build confidence with AI in IT service management on your own schedule, while still gaining the same depth, innovation, and recognition as our live training experiences.
At the end of Module 4, you’ll sit the Humanising AI™ Foundation Exam.
The exam validates your ability to apply both IT service management and human-centred design concepts in practice.
Passing the exam earns you the official Humanising AI™ Foundation Certification.
This globally recognised credential demonstrates that you can move ITSM beyond process and compliance into experience-led service delivery.
If you haven’t already, you may also complete the Humanising IT™ Foundation Certification, which complements Humanising AI™ by grounding you in human-centred IT service management.
From there, you’ll have the option to progress into our Humanising IT™ Specialist Modules — advanced courses designed to go deeper into specific techniques and apply them to real-world ITSM challenges.
By learning, you’re not just gaining skills — you’re joining a global community of professionals leading change. From Australia to the USA, UK, India to Belgium, Humanising IT™ is rapidly becoming the standard for experience-led service management.
Together, we are setting the new agenda for ITSM.
