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Humanising IT™: The Experience Distortion of IT Service Management - Softcover

Macdermid, Katrina

 
9781068467523: Humanising IT™: The Experience Distortion of IT Service Management
Softcover
ISBN 10: 1068467525 ISBN 13: 9781068467523
Verlag: HIT Global Publishing, 2026

Inhaltsangabe

Great IT Experiences Are Designed, Not Discovered

Great IT isn't just reliable—it feels effortless, respectful, and human.

As organisations place increasing focus on experience, IT leaders face a critical challenge: how do you create services that meet human needs while maintaining governance, security, resilience, and compliance?

In Humanising IT™: The Experience Distortion of IT Service Management, award-winning author and global thought leader Katrina Macdermid introduces a practical framework for designing IT services that work for everyone.

Built on the Humanising IT™ Double Diamond Framework (HIT DDF™), this book provides a structured approach to balancing human experience with operational accountability—helping organisations create services that people trust, use, and value.

Drawing on decades of experience in IT service management, Katrina reveals how experience can become distorted throughout the service design process and provides practical tools to ensure human-centred thinking remains aligned with organisational responsibilities.

Inside You'll Learn How To:

• Identify and address experience distortion before it impacts service outcomes

• Balance empathy, governance, risk, compliance, and operational accountability

• Strengthen trust between users, stakeholders, and IT teams

• Simplify service interactions and reduce unnecessary friction

• Design services that support both human needs and business objectives

• Apply the HIT DDF™ framework to real-world IT environments

• Create sustainable experiences that stand the test of operational reality

Whether you're designing new services, improving existing experiences, or leading organisational change, this book provides a practical roadmap for creating IT services that are human-centred, resilient, and effective.

Design IT experiences that work for everyone.

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Verlag
HIT Global Publishing
Erscheinungsdatum
2026
Sprache
Englisch
ISBN 10 
1068467525
ISBN 13 
9781068467523
Einband
Taschenbuch
Anzahl der Seiten
181
Kontakt zum Hersteller
Manufactured by Amazon on behalf of the author
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