Description

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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)

About the Author

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Katrina Macdermid is considered a visionary in the IT service management learning domain. Katrina has developed a unique training platform and methodology, infusing her team with human-centred design to deliver outstanding learning experiences for her clients. She trains and advises international and publicly listed financial institutions, health providers, and the public sector in ITIL, human-centred design and IT service management.