{"product_id":"humanising-ittm-the-experience-distortion-of-it-service-management-paperback","title":"Humanising IT(TM): The Experience Distortion of IT Service Management - Paperback","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eKatrina Macdermid\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eGreat IT isn't just reliable-it feels effortless, respectful, and human.\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eLearn how to deliver better experiences without breaking governance, security, or resilience.\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eExperience is now the \"must-have\" in IT service management-but many teams face the same challenge: what users want and what IT must control don't naturally align. The result is friction, workarounds, mistrust, and \"experience initiatives\" that look good on paper but fail in real operations.\u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eHumanising IT(TM) The Experience Distortion of IT Service Management\u003c\/i\u003e, award-winning author and global thought leader Katrina Macdermid reveals why experience design becomes distorted inside ITSM-and how you can prevent it.\u003c\/p\u003e\u003cp\u003eBuilt on the Humanising IT(TM) Double Diamond Framework (HIT DDF(TM)), this book gives you a structured, defensible approach to designing services that honour human needs while meeting governance, risk, compliance, and operational responsibility.\u003c\/p\u003e\u003cb\u003eInside, you'll learn how to: \u003c\/b\u003e\u003cp\u003e- Spot the #1 source of \"experience distortion\" before it derails your service design\u003cbr\u003e- Use the HIT DDF(TM) to balance empathy with accountability in real-world IT operations\u003cbr\u003e- Strengthen stakeholder trust while protecting security, resilience, and compliance\u003cbr\u003e- Recognise warning signs before experience initiatives become theatre or rework\u003cbr\u003e- Simplify service interactions and reduce friction for your users\u003cbr\u003e- Apply a repeatable approach you can defend with leaders, auditors, and risk owners-without losing the human outcome\u003c\/p\u003e\u003cp\u003eThis book is for anyone who designs, delivers, or supports IT services-from service desk analysts to CIOs-who wants simpler, more human-focused ways of working and practical tools that hold up in real-world constraints.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eStart designing IT services people trust-without sacrificing control, compliance, or operational reality.\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 182\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.39 x 9 x 6 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e February 04, 2026\u003c\/div\u003e\n            ","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51897293013280,"sku":"9781068467523","price":16.18,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/UB5VwqsdgA9781068467523.webp?v=1782079209","url":"https:\/\/ebocreations.com\/products\/humanising-ittm-the-experience-distortion-of-it-service-management-paperback","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}