Humanising IT(TM) (Paperback)
Language: English
Published by Hit Global Publishing, 2026
- Softcover
- New
Seller: CitiRetail, Stevenage, United KingdomCitiRetail
AbeBooks seller since June 29, 2022
Condition: New
£ 15.49
Quantity: 1 available
Add to basketItem description from seller
Paperback. Experience has become the new "must-have" in IT service management. But applying experience design to IT is not as simple as it sounds.Human-centred design emphasises empathy and human need.IT service management must operate within governance, security, resilience, risk, and compliance.These worlds do not fit neatly together.In The Experience Distortion of IT Service Management, Katrina Macdermid, award-winning author and global thought leader, explores why this tension exists and how design becomes distorted as it meets the operational realities of IT service management.The Humanising IT(TM) Double Diamond Framework (HIT DDF(TM)) underpins this book. It adapts human-centred design to operate within governance, risk, and operational responsibility, offering a structured and defensible way to design services that honour both human experience and IT accountability, while reducing the distortion that often occurs when experience meets IT practice. This book is for anyone who: Designs, delivers, or supports IT servicesWants to strengthen relationships with users and stakeholdersWants simpler, more human-focused ways of workingWants practical, immediately applicable tools, not just theory.From service desk analysts to CIOs, and every role in between.If you work with IT services, this book is for you. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. …
Seller Inventory # 9781068467523
- Title
- Humanising IT(TM) (Paperback)
- Author
- Katrina Macdermid
- Publisher
- Hit Global Publishing
- Publication year
- 2026
- Condition
- new
- Binding
- Paperback
- Language
- English
- ISBN 10
- 1068467525
- ISBN 13
- 9781068467523
Great IT Experiences Are Designed, Not Discovered
Great IT isn't just reliable—it feels effortless, respectful, and human.
As organisations place increasing focus on experience, IT leaders face a critical challenge: how do you create services that meet human needs while maintaining governance, security, resilience, and compliance?
In Humanising IT™: The Experience Distortion of IT Service Management, award-winning author and global thought leader Katrina Macdermid introduces a practical framework for designing IT services that work for everyone.
Built on the Humanising IT™ Double Diamond Framework (HIT DDF™), this book provides a structured approach to balancing human experience with operational accountability—helping organisations create services that people trust, use, and value.
Drawing on decades of experience in IT service management, Katrina reveals how experience can become distorted throughout the service design process and provides practical tools to ensure human-centred thinking remains aligned with organisational responsibilities.
Inside You'll Learn How To:• Identify and address experience distortion before it impacts service outcomes
• Balance empathy, governance, risk, compliance, and operational accountability
• Strengthen trust between users, stakeholders, and IT teams
• Simplify service interactions and reduce unnecessary friction
• Design services that support both human needs and business objectives
• Apply the HIT DDF™ framework to real-world IT environments
• Create sustainable experiences that stand the test of operational reality
Whether you're designing new services, improving existing experiences, or leading organisational change, this book provides a practical roadmap for creating IT services that are human-centred, resilient, and effective.
Design IT experiences that work for everyone.
"Synopsis" may belong to another edition of this title.
CitiRetail
Stevenage, United Kingdom
AbeBooks seller since June 29, 2022
Shipping rates from United Kingdom to U.S.A.
| Item | 7 to 14 business days | 7 to 60 business days |
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