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Attitude, Behavior and Culture issues have been, and still are, a major cause of wasted time, effort, energy and costs and increasing business risks.
ITSM best practice frameworks have been around for years and there are hundreds of thousands of training courses and certificates but it seems there is still difficulty knowing how to successfully use frameworks such as ITIL to achieve business needs.
ABC of ICT™ is an approach launched in 2007 aimed at recognizing and solving the Attitude, Behavior and Culture issues and resistance to the adoption of ITSM Best Practices.
Business Case:
In a survey, 94% of 200 respondents claimed that ‘current training and certification doesn’t help address ABC issues’. ‘ABC is like an Iceberg, much of it hidden beneath the surface yet capable of causing enormous damage to your ITSM improvement initiative, or more importantly to your business’.
To significantly improve the chance of ITSM initiatives delivering success, your team should use people skills to unleash their full potential. The ABC of ICT approach is now used globally to achieve ITSM success.
Details of Approach:
The ABC of ICT Approach is a simple, economic and effective way of encouraging individuals and teams to work together to achieve results. It is not a series of lectures or ivory tower principles: instead teams are presented with their current approaches and the impact on their organization through de-personalized characters and constructive discussion.
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itSMF USA offers the ABC for ICT™ workshop to all of its LIGs as a value added service to membership
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ABC of ICT™ presentations have now reached more than 4,000 itSMF members. An additional 1,200 members having participated in ABC assessment workshops. The ABC of ICT™ has now been presented at itSMF events in Belgium, Canada, Denmark, Finland, Germany, Netherlands, Poland, Singapore, Spain, Sweden, Switzerland, UK and the USA.
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“…your ABC book is excellent. It’s the best explained set of business change tools that I've ever seen (and I've been in the BPR game since 1998). So good, in fact, that I'm going to get our HR department a copy to help with the work I'm doing with them on improving IT professionalism.”
(Kevin Holland, Program Lead Service Quality Improvement, NHS)
Supporting Publications:
ABC of ICT - Card Deck
ISBN: 978 90 8756 138 6 Price: € 9,95
Contains 57 industry recognized worst practice cartoons to explore and confront using de-personalized characters
Provides input to Continual Service Improvement intiatives:
- An awareness and assessment instrument to enable you to assess your own ABC best and worst practices
- A valuable instrument for creating awareness and open dialogue
A valuable instrument for training and consulting companies to identify real issues that need resolving
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ABC of ICT: An introduction to the Attitude, Behaviour and Culture of ICT
ISBN: 978 90 8753 140 9 Price: € 39,95
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- 35 fantastic case studies and examples from industry experts
- Contains tried and tested tips for dealing with ABC issues
- Helps identify and develop interventions aimed at addressing ABC in your organization
- Used globally by leading consultants and trainers in the field
- Helps identify, recognize and agree whether these worst practices apply to your organization
- Creates stronger customer-focused awareness and issues that need solving and helps capture input for improvement initiatives
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ABC of ICT: The Exercise Workbook
ISBN: 978 8753 142 3 Price: € 22,50
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- A description of what ABC is and why it is relevant
- A number of exercises that can be performed using the ABC of ICT™ card sets
- Introduction and reflection notes and teacher tips to assist a facilitator in running the exercises
- Worksheets that can be completed, by the delegates as part of the workshop
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Supporting Training and Exams:
ABC@WORK, the developers of the ABC of ICT™, can offer advice, guidance and solutions to get you on your way to using ABC yourself
- ABC of ICT™ Fundamentals Training is available, which includes practical exercises to help you gain insight into ABC issues in your company
- ABC in Action Business Simulations can be used to help confront people with ABC issues and work towards solutions within teams and departments
An accreditation and certification program being jointly scoped and developed with EXIN, please visit EXIN Accreditation of the ABC of ICT for more information
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The accreditation will focus on Workshop facilitation, ABC of ICT™ fundamentals training and Practitioner level skills and capabilities. More than 10 international workshop facilitators have been accredited and ABC workshops are being offered at numerous itSMF events across the globe. A list of the available training products as well as the current training companies delivering services can be found on the ABC@WORK website.
Supporting Partners:
If you need help in resolving the ABC issues, please visit ABC@WORK website.
Endorsements:
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Management of Change expert:
'This makes organizational change, a subject that is worrying many IT people, concrete and practical, the humour ensures it is something they can understand, relate to and use in a practical way.'
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Head of ICT support:
'The ABC training was an inspiration. A delightful and practical instrument for managing change. We can use this. I’m going to use this with our teams.'
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Business department manager: IT User
‘This made us realize we don’t talk enough with IT about impact and priority, the cartoon cards were a great way of getting us (IT and the business) to open up and discuss them in a constructive way instead of finger wagging and blame. I was dreading coming to this IT meeting thinking it would end in arguments. In one hour we raised and agreed upon a number of issues and follow up discussions.’
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| Richard Pharro, APMG
'My personal view is that ABC is essential. Success with ITIL or any other similar framework is all about People.'
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