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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…