RUNWAY 1

Foundational Concepts of IT Service Management & Human-Centred Design

Understand core IT Service Management challenges and why Human-Centred Design is essential in modern IT Service Management.

1. • WHAT IS HUMANISING IT™?
• • The gap between IT Service Management and the user experience
• • How Humanising IT™ introduces a Human-Centred Mindset into IT Service Management
• • The impact of process-driven IT approaches on service quality and user satisfaction
2. • WHAT IS HUMAN-CENTRED DESIGN?
• • Human-Centred Design principles: Empathy, Context, Iteration, and Problem Framing
• • The role of Human-Centred Design in understanding user needs and designing positive user experience
3. • BRIDGING IT SERVICE MANAGEMENT AND HUMAN-CENTRED DESIGN
• • How Humanising IT™ applies Human-Centred Design to IT Service Management
• • The difference between customer experience (CX), user experience (UX), and internal user experience (IUX) in IT Service Management
• • Preparing for Runway 2, where practical tools and research techniques are introduced

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 1:

• • Identifying blind spots in IT Service Management processes
• • Comparing IT Service Management and Human-Centred Design approaches
• • Exploring the definition of users and customers in IT services
• • Applying problem-framing techniques to IT Service Management

 

RUNWAY 2

Human-Centred Design: The Double Diamond - Tools & Techniques

Develop an understanding of the Human-Centred Design Double Diamond Framework. Learn structured research methods, creativity techniques, and problem-framing approaches to uncover real user needs to design user-centred IT services.

1. • THE DOUBLE DIAMOND: A STRUCTURED APPROACH TO EXPERIENCE DESIGN AND INNOVATION
• • The four phases: Discover, Define, Develop, Deliver
• • Problem-solving: Why it is critical in experience design
2. • RESEARCH TECHNIQUES USED IN HUMAN-CENTRED DESIGN & APPLIED TO IT SERVICE MANAGEMENT
• • Qualitative vs. Quantitative Research: When to use each
• • Observation vs. Asking: Gathering user insights beyond IT metrics
• • Conceptual Inquiry: Exploring IT service problems beyond surface-level symptoms
3. • CREATIVITY & CONFIRMATION BIAS IN IT SERVICE MANAGEMENT
• • Divergent vs. Convergent Thinking: How creative problem-solving applies to IT services
• • Confirmation Bias: Recognising and overcoming cognitive biases in IT Service Management
4. • EMPATHY & EXPERIENCE MAPPING
• • Empathy Mapping: Understanding user pain points and perspectives
• • Journey Mapping: Identifying key IT Service Management touchpoints and moments that matter
• • Personas: Exploring their role in experience design and their application in IT Service Management

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 2:

• • Observation vs. Asking: A guided exercise where learners classify different research techniques based on real IT Service Management scenarios
• • Empathy Mapping Activity: Drag and drop predefined user statements into Think, Feel, Say, Do categories
• • Divergent vs. Convergent Thinking Sort: Identify whether ideas are exploratory (divergent) or focused (convergent) in a simple sorting task
• • Journey Mapping Quiz: Multiple-choice and true/false questions to reinforce the purpose and application of journey mapping in IT Service Management

 

RUNWAY 3

The HIT Double Diamond Framework™ (HIT DDF™) & First Three Activities

Learn and begin applying the HIT DDF™ to IT Service Management by using core activities that bridge experience design with IT Operations.

1. • INTRODUCING THE HIT DOUBLE DIAMOND FRAMEWORK™
• • What is the HIT DDF™?
• • How IT Service Management phases align with HCD’s Double Diamond
• • Why HIT DDF™ is unique: Extending beyond design to IT operations
2. • PHASE ALIGNMENT: HOW HIT DDF™ INTEGRATES WITH IT SERVICE MANAGEMENT
• • Discover - ITSM Strategy
• • Define - ITSM Plan (Design)
• • Develop - ITSM Build
• • Deliver - ITSM Transition
• • Run/Maintain - ITSM Operations & Support
3. • WHAT MAKES HIT DDF™ UNIQUE? THE MISSING "RUN/MAINTAIN" PHASE
• • Explains how Human-Centred Design typically ends at delivery, missing the IT Operational phase of IT Service Management
• • Covers the role of IT Service Management in maintaining services post-deployment, often without having influenced the original design
• • Introduces the unique fifth phase of HIT DDF™, which ensures IT services stay reliable, secure, and user-centred over time
4. • THE FIRST THREE ACTIVITIES OFTHE HIT DDF™
1. • Recognising the Initial Perceived Problem (RIPP): Identifying how each stakeholder first defines or sees the problem before jumping to solutions
2. • Assumptions Analysis: Surfacing what users believe to be true—both implicit and explicit—to uncover biases and challenge untested beliefs
3. • Stakeholder Mapping & Experience Lens: Mapping who is involved and understanding their role, and how they interact with IT Service Management

ACTIVITIES & LEARNING EXERCISES FOR RUNWAY 3:

• • HIT DDF™ Phase Alignment Exercise
• • RIPP Activity: Identifying and comparing stakeholder perspectives
• • Assumptions Analysis Practice
• • Stakeholder Mapping using the Experience Lens Template