Human-centred design for IT Service Management―2nd edition

Humanising IT™ 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)