1. Ethics

Key message: ethics is a system of principles which defines what is good for individuals and society

Political, environmental, social, and economic impact of IT is increasing

Digital organizations have a moral obligation to consider how they apply IT beyond their direct economic interests

Software engineering can lead to social engineering

Machine learning can amplify human biases:

• Image recognition that only identified white men as scientists
• Turing‐bot that learned hate speech from social media
• Organizations must correct for these biases, not just reflect them

2. Design thinking

Key message: design thinking refers to the cognitive and practical processes by which design concepts are developed

Quality of digital products and customer experience are paramount

Design thinking helps practitioners:

• Create better digital products
• Create better customer experiences
• Help get customer jobs done
• Design user experiences, not goods

Design thinking is very useful for wicked problems:

• Unarticulated needs
• Conflicting hypotheses
• Many stakeholders with different needs (customers, users, regulators...)

Service consumer has highest priority:

• Their life should be enriched, made easier
• But many other stakeholders must be considered too

Design must also consider economic aspects

Behavior patterns:

• Empathize with the stakeholder (the ability to walk in the stakeholders’shoes)
• Speculate and experiment (create a hypothesis based on observation and reflection, and test it with a prototype)
• Dare to decide (focus on what the customer does and needs, not necessarily the same as want; empathic designer feels what is most important and makes decisions accordingly)

Go back to Principles, models, and concepts to finish this section or to the main chapter ITIL 4 Managing Professional Certification Course: High Velocity IT (HVIT).