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  • Tips om te komen tot outcome based IT-Services

    Value en outcome zijn twee begrippen die steeds belangrijker worden in service management. ITIL® 4 legt nog meer de nadruk hierop. Dat zie je bijvoorbeeld in het nieuw geïntroduceerde Service Value System. Het resultaat aan het einde van de Service Value System, is ‘value’. Het benoemen van waarde (value) en eindresultaat (outcome) is moeilijk. Hier…

  • The Skyline of Rotterdam

    Design thinking brings a new perspective to corporate culture

    CIOs and IT professionals typically prioritize cost savings and process optimization, not feelings. But like it or not, their performance may soon depend on their ability to build an emotional bridge between their brands and consumers.This new mentality is known as “design thinking.” As InformationWeek points out, this approach to product planning focuses on the…

  • Designing for Empathy

      We are facing a crisis of empathy. In the past 20 years we’ve seen a 40% decline in the markers for empathy among college student in the United States. Research shows that even a silent phone on a lunch table between two people causes them to share less with each other, let them feel…

  • Book review: ‘The Power of Habit,’ by Charles Duhigg

    Human consciousness, that wonderful ability to reflect, ponder and choose, is our greatest evolutionary achievement. But it is possible to have too much of a good thing, and fortunately we also have the ability to operate on automatic pilot, performing complex behaviors without any conscious thought at all. One way this happens is with lots…

  • Book Review: Creative Intelligence –

    Design professor and business journalist Bruce Nussbaum’s new book about creativity begins with an anecdote about Mick Jagger and Keith Richards. The story is about the development of their musical talent and it illustrates that creativity is less a stroke of genius than the natural result of years of study, the hard work of attention,…

  • Behavior Watch: Shades of Pink

    A friend recently sent me an article from the NY Times by Bruce Feiler (Train a Parent, Spare a Child). The title is quite fitting since it is the parents who create the environment and the contingencies of reinforcement that shape the child’s behavior.  However, the article is really about how bribing children is a…

  • 10 Tips on Design Thinking and Problem Solving

    Design-oriented firms such as Apple and IDEO have demonstrated the business impacts of design thinking, a powerful discipline that can be applied in B2B and B2C settings. Design thinking has been used effectively for improving internal processes and culture at for-profit and non-profit organisations, as described in the book ‘Solving problems with design thinking: ten…

  • Developing Preparedness and Recovery Plans with Design Thinking

    It makes sense to test the waters with a tip of the toe before diving in, but government doesn’t always operate that way. But the concept design thinking gives government, including emergency management agencies, the flexibility of finding what works and what may not before the final product is complete. That’s the approach San Francisco’s…

  • If you can’t solve the problem, you are probably playing by the rules – Why problem management fails

    These months I have been working at a customer where there are a lot of network issues. According to ITIL we identified problems and started looking for the cause and in the end the solution of course.

  • Why IT Service should not be standardised

    Last week we ran a Customer Journey Mapping workshop specifically for IT Managers. We introduced them into the world of Service Design. Although alot of the participants were familiar with ITIL Service Design, they never heard of Service Design/Design Thinking.