HUMANISING IT

• Verfasst von: MACDERMID, KATRINA. [VerfasserIn]
• Titel: HUMANISING IT
• Titelzusatz: human-centred design for it service management
• Verlagsort: [Erscheinungsort nicht ermittelbar]
• Verlag: THE STATIONERY OFFICE TSO
• Jahr: 2022
• Umfang: 1 online resource
• ISBN: 978-0-11-709392-8
• ISBN: 0-11-709392-0
• ISBN: 978-0-11-709393-5
• ISBN: 0-11-709393-9
• Datenträger: Online-Ressource
• Sprache: eng
• Bibliogr. Hinweis: Erscheint auch als : Druck-Ausgabe
• K10plus-PPN: 1859056687
• K10plus-PPN:
  Universitätsbibliothek
• Lokale URL UB: Zum Volltext
• Lokale URL UB: Bibliothek der Medizinischen Fakultät Mannheim der Universität Heidelberg
• Bibliothek/Idn: UW / m4373593485
• Lokale URL Inst.: Zum Volltext

Abstract

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.