HUMANISING IT human-centred design for it service management

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 point...

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Detalles Bibliográficos
Autor principal: MACDERMID, KATRINA (-)
Autor Corporativo: KayJayEm Services, author (author)
Formato: Libro electrónico
Idioma:Inglés
Publicado: [S.l.] : THE STATIONERY OFFICE TSO 2022.
Materias:
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009757123406719
Descripción
Sumario: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.
Descripción Física:1 online resource
ISBN:9780117093935
9780117093928