1. The ABC of ICT Workshop & Roundtable on Attitude Behavior and Culture

2. Fact: ABC worst practice presentations given at ITIL conferences 10 years ago explaining how Attitude, Behavior and Culture were the key reasons for failure affecting IT organizations then. Why is it relevant? Fact: 10 years later nothing has changed!

3. Fact: ITIL is becoming increasingly important for IT companies in order to bring IT under control. A CIO.com investigation revealed 95% of CIOs will be investing in ITIL. Business Case for Using ABC?

4. ABC is an Issue! Fact: Many ITIL implementations fail to achieve their desired aims. Forrester indicates that the biggest reasons for ITIL initiatives failing are: Resistance (Behavior) to change and Failing to gain acceptance ( Attitude ) at 52% Lack of business interest ( Attitude ) at 29%

5. Fact : A recent article in the Wall Street Journal revealed problems in aligning business and IT. A glass wall exists, created by: Mind-set differences between Business & IT staff ( Attitude ) Language differences ( Culture ) Social influences ( Culture ) Flaws in IT governance – defined as the specification Control of IT decision rights ( Behavior ) Business Case for Using ABC?

6. ..that iceberg won’t stop US! Full steam ahead! Business Case for Using ABC? …don’t forget! ABC is like an iceberg…..a lot of it hidden beneath the surface, and capable of inflicting damage!

7. What is the ABC of ICT card set? A set of playing cards, developed by GamingWorks in association with Van Haren publishing. The cards contain 57 industry recognized ABC (Attitude, Behavior, Culture) worst practice cartoons and are designed as an awareness and assessment tool to help organizations improve. There are a number of exercises you can do with them Identify WHO is guilty of which worst practice Discuss the Business impact & risk Agree which ones need Fixing! And who is responsible

8. What is the ABC of ICT card set? A set of playing cards, developed by GamingWorks in association with Van Har en publishing. The cards contain 57 industry recognized ABC (Attitude, Behavior, Culture) worst practice cartoons and is designed as an awareness and assessment tool designed to help organizations improve. There are a number of exercises we will do with you Do you Know WHO Is guilty of which worst practice? What are the business impact & risk Which ones Need Fixing? Who is responsible?

9. Customer & User Focus What would USERS say if we asked them about our worst practices? Resistance What type of resistance will we meet when we try to apply ITSM best practices and change ABC? Leadership & Commitment Are our managers committed to making ITSM work?

10. Exercise 1: Customer Focus ‘We are not customer focused enough in IT.’ Do you agree? Why does IT exist? Who is the business? Why is availability important? Why is quality important? Are your beliefs the same as your peers? Task 1 (5 minutes):

11. “ITIL © has been around for more than 20 years. ITIL is all about the Users and the Customers and providing services that deliver quality.” Task 2 (15 minutes): Exercise 1: Customer Focus Imagine, if we gave these cards to one of YOUR users and asked... ‘Which three cards typically represents YOUR IT organization...?’ Which 3 cards would they choose? Mark cards selected in table on pages 1-2

12. Task 3 (15 minutes): What does the team consider the WORST PRACTICE? Discuss the findings and identify what the team considers the top issue and why? Exercise 1: Customer Focus Summarize in table on page 3

13. Task 4 (5 minutes/team) Present findings: What is the top card? What is the negative impact? Is it an acceptable business risk? $64,000,000 question: Is anybody currently personally ACCOUNTABLE and responsible for solving this? Exercise 1: Customer Focus

14. Task 5 (5 minutes): Do you agree? Have you changed your mind? Have your colleagues changed their minds? Why? Exercise 1: Customer Focus ‘We are not customer focused enough in IT.’

15. ABC of ICT is a GamingWorks product (c) 2008 4. Internally focused 3. Not my responsibility 1. No understanding of Business impact & priority 2. Everything has the highest priority according to the Users 7. Process managers without authority 9. 9 to 5 Culture 10. Plan, Do, Stop….No real Continual Improvement focus 5. Throwing (ITIL) solutions over the wall and HOPING people will follow them 6. Too little Business involvement in requirements specification & testing 8. IT thinks it doesn’t need to understand the business to make a business case 35 sessions Canada Belgium Denmark Poland Singapore Sweden Switzerland UK USA Germany Spain Netherlands 2500 people No Customer Focus

16. Exercise 2: Resistance

17. Which 3 cards represent typical resistance when adopting and deploying tools/ITIL? Tool (or automation) Group (on the cards, substitute the word ‘TOOL for ‘ITIL’) ITIL (or process implementation/improvement) Group A Forrester report revealed that 52% of ITSM improvement programs fail is due to ‘resistance to change.’ “Tools are an essential part in realizing effective service improvements…However, tool implementations often meet with resistance or fail to deliver the promised value.’ Task 1 (15 minutes) Characterize Resistance: Mark cards selected in table on pages 4-5

18. Task 2 (10 minutes) Top 2 Cards: “What two (2) cards cause the most impact in terms of business value, costs and risks?” Consider: − Project impact − Business impact − IT operations impact Discuss what you can do to prevent or overcome this resistance Exercise 2: Resistance Summarize in table on Page 6

19. Task 3 (5 minutes/team) Present findings: What were top 2 cards? What was the negative impact? What can you do about it? Exercise 2: Resistance

20. 1. Saying ‘Yes’, meaning ‘No’ 2. No management commitment 3. Plan, Do, stop….No real Continual Improvement focus 8. Business manager: Demand & Give: I demand and you give in 7. ITIL is the objective not what it should achieve 5. Throwing (ITIL) Solutions over the wall and HOPING people will follow them 4. Everything has the highest priority according to the Users 6. Too little Business involvement in requirements specification & testing 9. Not my responsibility 10. Process managers without authority 300 people ‘Resistance’ The top 10 52% of ITIL initiatives fail due to resistance

21. Exercise 3: Commitment Task 1 (15 minutes) Commitment from Management: As you choose cards, remember, in some cases, good Manager behavior will be the EXACT opposite of the card… “The most important IT capability that will determine success is ‘Leadership’… However, there are formidable challenges in the form of internal leadership deficiencies and senior executives who fail to recognize the need for strong leadership. Many IT leadership teams are poorly equipped to face the next two years.” From a Gartner Research Study Mark cards selected in table on pages 4-5

22. Task 2 (10 minutes): Choose the most important two (2) as a team Task 3: (5 minutes): What actions can you take to gain management commitment? Task 4: (5 minutes): Present findings Exercise 3: Commitment Mark cards selected in table on pages 7-8 Summarize in table on page 9

23. What is the impact of all this worst practice? 1. IT: IT Solutions fail to meet business needs or delayed solutions 2. Business: Lost opportunities 3. IT: Higher IT costs 5. Business: Higher business operating costs 4. Business: Decreased staff productivity 6. Business: Increased business outages and risks 7. IT: Threats to business security, availability or continuity 8. IT: Increased IT outages and downtime ‘Commitment’ The top 8

24. What are you taking back with you now that you have identified ABC worst practices?