This is Service Design Thinking: Basics - Tools - Cases

The Ten Faces of Innovation: IDEO's Strategies for Defeating the Devil's Advocate and Driving Creativity Throughout Your Organization Thomas Kelley, Jonathan Littman

Managing as Designing

Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation Tim Brown

Systems Thinking in the Public Sector: The failure of the reform regime... and a manifesto for a better way John Seddon

Sketching User Experiences: Getting the Design Right and the Right Design Bill Buxton

Uncommon Service: How to Win by Putting Customers at the Core of Your Business Frances Frei, Anne Morriss