Human-centred Design for It Service Management - Softcover

Macdermid, Katrina

9780117094376: Human-centred Design for It Service Management

Softcover

ISBN 10: 0117094374 ISBN 13: 9780117094376

Verlag: Stationery Office Books, 2023

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Humanising IT™ applies human-centred design principles to the world ofIT service management.MORE INFORMATIONHuman-centred design is about empathising with the user-experience,whereas IT service management provides processes and technology tosupport users. And here lies the disconnect.This is where Human-centred design can help. It puts people first tounderstand their experiences and, perhaps more importantly, thebarriers within IT departments themselves.Topics to improve your understanding include:• An overview of human-centred design and how it can be integratedwith IT service management• How IT service management should serve the wider goals of thebusiness• 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 servicemanagement (people, place, products, partners, processes)

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�ber die Autorin bzw. den Autor

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.

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