Humanising IT: Human-centred design for IT service management - Second edition


Katrina Macdermid
TSO (The Stationery Office)
Price: £50.00

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.

Alternative Formats

Extent 174 pages ISBN 9780117094376
Size N/A Price £50.00
Format Paperback Published 20 Jun 2023
Availability In Stock: 1 - 2 days Availability help (opens in new window) Delivery Delivery options and charges