Human-centred design for IT Service Management―2nd edition - Softcover

Macdermid, Katrina

Softcover

ISBN 10: 0117094374 ISBN 13: 9780117094376

Publisher: TSO, The Stationery Office, 2023

Synopsis

Humanising IT™ applies human-centred design principles to the world of IT service management. MORE INFORMATION Human-centred design is about empathising with the user-experience, whereas IT service management provides processes and technology to support users. And here lies the disconnect. This is where Human-centred design can help. It puts people first to understand their experiences and, perhaps more importantly, the barriers within IT departments themselves. Topics to improve your understanding include: • An overview of human-centred design and how it can be integrated with IT service management • How IT service management should serve the wider goals of the business • How the DVF (desirability, viability, feasibility) model can be applied • The four main phases of the Double Diamond model (discover, define, develop, deliver) • Integrating the five Ps of human-centred design into IT service management (people, place, products, partners, processes)

About this title

About the Author

Katrina Macdermid is considered a visionary in the IT service management learning domain. Katrina has developed a unique training platform and methodology, infusing her team with human-centred design to deliver outstanding learning experiences for her clients. She trains and advises international and publicly listed financial institutions, health providers, and the public sector in ITIL, human-centred design and IT service management.

Edition details

• Publisher: TSO, The Stationery Office
• Publication date: 2023
• Language: English
• ISBN 10: 0117094374
• ISBN 13: 9780117094376
• Binding: Paperback
• Edition number: 2
• Number of pages: 174