This creation, the sister e-book to the ABC Card Deck, is a brand new method of dry and formal education and alter courses. Making robust and sound issues with a splash of humor, it used to be designed and drawn by means of Paul Wilkinson and Jan Schilt. It covers the delicate abilities, that are eventually pivotal to any ICT operation.
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Additional info for ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT
How do we approach things now? ITIL V2 and ITIL V3 We have an instrumental approach to applying ITSM best practices. We focus very much on the process frameworks and procedures, deployed as part of a project and program initiative. The results get thrown over the wall, the project is disbanded, things go fairly well for a while and then slowly things start to break down, people revert to old behavior and attitude, there is not enough authority or commitment to keep things on track. Because of the project approach to implementation, continual improvement is not embedded in the attitude or the behavior or the culture.
Use the following guidelines to help: • Coach the team to develop a small problem description, business case and action plan proposal. • Motivate them if you see that the team agrees with the plan. • Play devil’s advocate and read their proposals from a manager’s perspective. • Ask the team questions that a manager would ask, if need be explain why you asked the question. Chapter 4 • What is ABC? 37 • Let the group practice presenting the proposal to each other before they present the proposal to their manager.
But the people, process, technology model is the most commonly used form. Ten years later it is as commonly spoken of and as seldom applied. . 20 ABC of ICT As Paul and Jan say in this book, little has changed. IT organizations still charge into the fun stuff, technology, with lip service to process and a nod or nothing for the people who will live with it. ) I like the idea of breaking down the people aspect into Attitude Behavior and Culture. Not only is ABC catchy (people like their frameworks nattily packaged and easily digestible), but it is a useful and accurate analysis of real cultural change.
ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT by Bernan