Human-Centred Design for It Service Management--2nd Edition - Macdermid, Katrina
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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…mehr

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Produktbeschreibung
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)
Autorenporträt
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.