Here you can access Alice's presentation from ITSM18.

1. Service Design, not Service Design
Alice Doyne | November 2018

2. 2
Hello.

3. 3
Shifting focus
Technology
Product / Service
Customer / Consumer / User

4. 4
What is Service Design?
Service Design is a user-centred approach to designing end to end services that enable users to achieve their
goals

5. 5
Service Design in the public sector
Learning from Government
— 1. Start with user needs
— 2. Do less
— 3. Design with data
— 4. Do the hard work to make it simple
— 5. Iterate. Then iterate again
— 6. This is for everyone
— 7. Understand context
— 8. Build digital services, not websites
— 9. Be consistent, not uniform
— 10. Make things open: it makes things better

6. 6
Service Designing
There is a ‘toolbox’ of methods that designers use to get to the heart of the matter

7. 7
Service Design versus Service Design?
Two different things that can complement each other
ITIL
Service
Design
Design
Coordination
Information
Security
Management
Service Level
Management
Capacity
Management
Supplier
Management
Service
Catalogue
Management
IT Service
Continuity
Management
Availability
Management

8. 8
Service Design versus Service Design?
Two different things that can complement each other
ITIL
Service
Design
Design
Coordination
Information
Security
Management
Service Level
Management
Capacity
Management
Supplier
Management
Service
Catalogue
Management
IT Service
Continuity
Management
Availability
Management
Design thinking can add…
A focus on front of house
Tools to understand needs and
challenge assumptions
A mechanism to reuse and wire
together rather than build new

9. 9
What makes this hard?

10. 10
Why apply design thinking?

11. 11
Key takeaways
1. Consider adopting a User / Customer centric approach to Service Management practices
2. Build a Community of practice: Identify and share skills and knowledge between like minded
practitioners
3. Look externally to understand more:
− GDS
− Service Design in Government (6 – 8 March 2019)
And don’t be afraid – you’re probably already doing this.

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