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Human-Centred Design for It Service Management--2nd Edition by Katrina Macdermid

Human-Centred Design for It Service Management--2nd Edition

by Katrina Macdermid
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Book cover type: Paperback
  • ISBN13: 9780117094376
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Tso, the Stationery Office
  • Publisher Imprint: Tso, the Stationery Office
  • Publication Date:
  • Pages: 174
  • Original Price: GBP 50.0
  • Language: English
  • Edition: N/A
  • Item Weight: 640 grams
  • BISAC Subject(s): Information Technology

Humanising IT(TM) 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)

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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