A Practical Guide to Service Management

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Working with the “Design Thinking” Aspect of Service Management

Design thinking is a concept that predates service management but has become an important facet of it. In terms of service management, it largely deals with the people aspect of people, process, and technology. This includes the attitude, behavior, and culture on the success of a service management capability within an organization. Terms such as co-creation, user experience, and customer experience are relevant here. Additional important terms are trust, safe environment, collaboration, and no fear of conflict – all are critical to pay attention to.

In this chapter, we will cover the following main topics:

• Defining design thinking in terms of service management
• Why is user ...