{"product_id":"humanising-ittm-katrina-macdermid-9781068467523","title":"Humanising IT(TM): The Experience Distortion of IT Service Management","description":"\u003cp\u003eExperience has become the new \"must-have\" in IT service management. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eBut applying experience design to IT is not as simple as it sounds.\u003cp\u003eHuman-centred design emphasises empathy and human need.\u003c\/p\u003e\u003cp\u003eIT service management must operate within governance, security, resilience, risk, and compliance.\u003c\/p\u003e\u003cp\u003eThese worlds do not fit neatly together.\u003c\/p\u003e\u003cp\u003eIn 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.\u003c\/p\u003e\u003cp\u003eThe 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. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eThis book is for anyone who: \u003cul\u003e\n\u003cli\u003eDesigns, delivers, or supports IT services\u003c\/li\u003e\n\u003cli\u003eWants to strengthen relationships with users and stakeholders\u003c\/li\u003e\n\u003cli\u003eWants simpler, more human-focused ways of working\u003c\/li\u003e\n\u003cli\u003eWants practical, immediately applicable tools, not just theory.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eFrom service desk analysts to CIOs, and every role in between.\u003c\/p\u003e\u003cp\u003eIf you work with IT services, this book is for you.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Katrina Macdermid\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1068467525\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781068467523\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Hit Global Publishing\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 02\/04\/2026\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 182\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.55lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.39d","brand":"Katrina Macdermid","offers":[{"title":"Paperback","offer_id":48450472739071,"sku":"9781068467523","price":39.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_37766199-c23e-40bd-8cb3-48303783a95d.jpg?v=1777267947","url":"https:\/\/www.whiterainbookhouse.com\/products\/humanising-ittm-katrina-macdermid-9781068467523","provider":"WR Book House","version":"1.0","type":"link"}