Human-Centred Design For IT Service Management—2nd Edition

Humanising ITT 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)