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Service Design Breaks Ground for University IT

Thursday, January 7, 2016

As part of ongoing efforts to create more seamless customer experiences and common processes across all of its services, University IT (UIT) created the new Service Design team.

The mission of the team is to help design excellent customer experiences, promote service quality, align services to a common service management framework, and build community through collaboration and co-creation.

What is Service Design?

Service design helps organizations see their services from a customer perspective. It is an approach to designing services that balances the needs of the customer with the needs of the business, aiming to create seamless and quality service experiences.

Service design is rooted in design thinking, and brings a human-centered process to service improvement and designing new services. Through collaborative methods that engage both customers and service delivery teams, service design helps organizations gain true, end-to-end understanding of their services, enabling holistic and meaningful improvements.

"My team is excited to bring a service design approach to University IT services, and help develop frameworks, methods, and processes that will help define what service design means for our organization," said Kathy Pappas-Kassaras, Director of Service Management for University IT.

What will the Service Design Team do?

The Service Design Team will work collaboratively with UIT managers to identify opportunities for improvement to current services, and incubate and launch new services. This work will take place as cross-functional collaborations involving partners from across UIT and the broader campus community. Additionally, the team, comprised of Michelle Collette and Megan Miller, will introduce Service Managers to service design approaches and the updated service management framework through a series of workshops and the development of a toolkit that will kick off in January.

Learn more

To learn more about the Service Design Team, and how to engage the team, please visit the University IT website.

If you are interested in learning more about service design, please consider joining Stanford’s Service Design Community of Practice.

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