Humanising IT: Human-centred design for IT service management - Second edition
eBook
Author:Katrina
Macdermid
Publisher: TSO (The Stationery
Office)
Humanising IT™ applies human-centred design principles to the world of IT service management.
More information
Human-centred design is about empathising with users, whereas IT service management provides processes and technology to support users. And here lies the disconnect.
This is where human-centred design for IT service management can help. It puts users first to understand their motivations, pain points, needs & desires in the design & support of IT services.
Ultimately the goal of Humanising IT™ is to break down the barriers, not just between businesses and IT departments, but within IT departments themselves.
Topics to improve your understanding include:
- An overview of human-centred design principles, tools & techniques and how these can be integrated with IT service management.
- How IT service management should serve the wider goals of the organisation.
- How the DVF (desirability, viability, feasibility) model can be applied within the design & support of IT services.
- The four phases of the Double Diamond model (discover, define, develop & deliver).
- An innovative approach to value stream mapping. Learn how to map IT service management to support your business outcomes.
