1. © GamingWorks
ABC of ICT
The No: 1 Success or Fail factor
“Through 2011 more than
85% of IT operations
organisations
will be involved in IT
operational process,
quality and governance
initiatives” - Gartner
…..and MANY will
fail to realize results
because of ABC!....

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 Business & IT productivity
 IT and Business alignment
 Business agility &
speed to market
 Business process
management & reengineering
 IT cost, reliability & efficiency
and security
Increasing impact
ITSM as a strategic capability
Growing importance,
& dependency
Poor ability to execute
Key Trends
CIO needs:
Leadership development
and staff training
IT Transformation
“….from Internal focus to outside-in, business
focus and a Customer and Service culture…….”
CobIT
ISO
27..
20..
ITIL
Prince2
PMI
DevOps
ISO
38..
BiSL

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“Professional”
“Pro-active”
“Team Working”
TOP
DOWN
directive
CIO
New
MISSION,
VISION,
VALUES
MEMO/
Posters
“Knowledge sharing”
“CUSTOMER & SERVICE focus”
Easy to
INSTALL
takes only
SECONDS
“Ownership”….“Responsibility”
“As a CUSTOMER, what BEHAVIOR
will I see that DEMONSTRATES this?
IT Culture change

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Improving Customer & Service focus
Busy with Best practice training….(20 K invested)
…...bought a tool…(50 K invested) developed processes….
(10 K invested) …wasn’t working…..resistance…
no information….no control…..customers not happy
…..wants VALUE and RESULTS
52% Fail
Due to resistance
70%Don’t
Get value from ITSM
Investment
A case

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 Fact: More than 70% are unable to measure or demonstrate the
value of an IT improvement program. (We struggle to get the
most out of IT frameworks)
 Fact: 94% said current IT training and certification
doesn’t help address ABC issues. (We don’t know how to solve
the above)
....why do we keep failing?
 Fact: Many IT improvement initiatives fail to achieve their desired
aims. A Forrester report revealed that the biggest reasons for IT
improvement initiatives failing is resistance (Behavior) to change
52%. (We have difficulty getting people on board, and
keeping them there)

6. © GamingWorks
...the Impact of ABC
..that iceberg won’t
stop US!
Full steam ahead!
…don’t forget!
ABC is like an
Iceberg…..a lot
of it is hidden
beneath the
surface, and it
is capable of
inflicting
damage!

7. © GamingWorks
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.
User
Customer
Help desk
Technical specialist
Consultant
Supplier….
This card set has been designed as an
awareness and assessment instrument to help
teams, departments and organizations to
improve.
A practical
Instrument
…
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
….assessing ABC

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 How big is the Iceberg?
 What type of damage can it cause
 What ‘Leadership’ and behavior
MUST managers display?

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Exercise 1: Resistance
• Many IT organizations are starting Transformation initiatives and
major change programs, and MOST meet with resistance. Many
adopt IT best practice frameworks to support their initiatives, but
these often don’t deliver the value people HOPED for. More than
50% fail because of resistance. Resistance is a FACT in ALL
improvement initiatives. What are the common types of
resistance to IT improvement initiatives?
Task 1: (10 minutes):
• Which 3 cards most closely represent the type of resistance
you see or experience or expect when you try and roll-out the
new processes and tools?
• Record your selections.
If you see the word ITIL change this for ANY IT best practice framework or Tool

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Task 2: (10 minutes):
• Which card has the most negative consequences?
• To help select try and identify ‘cause and effect’
• Think of impact in terms of:
Project impact?
Business?
IT organization.
Exercise 1: Resistance

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Exercise 1: Resistance
Task 3: (15 minutes):
• “ What does the CIO need to do”?
• “ What do Managers need to do”?
• Give concrete examples of ‘Leadership’ to create
buy-in, overcome resistance, ‘walk-the-talk’.
“What do we need to do to ensure that this resistance
is prevented or dealt with??’
‘Leidinggevenden - de aanjagers zijn van de gewenste
verandering en voorbeeldgedrag laten zien’.

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The TOP 3 resistance

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0 10 20 30 40 50
‘Resistance’ – The top 10 (Global)
Saying ‘Yes’, meaning ‘No’
No management commitment
Plan, Do, Stop…..No real
Continual improvement culture
1
2
3
4
5
6
7
8
9
10
ITIL(framework) is the objective not what it
should achieve
Never mind about following procedures
just do what we normally do
ITIL(Framework) Never work here
Unable to specify the VALUE required
by the business
Throwing (Framework) Solutions over the
wall and HOPING people will follow them
IT thinks it doesn’t need to understand
the Business to make a Business case
No understanding of Business
impact & Priority
2550 people

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A service is a
means of
delivering value
to customers by
facilitating
outcomes
Customers want
to achieve without
the ownership of
specific
Costs & Risks.
0% 5% 10% 15% 20% 25%
What is the
impact of all
this worst
practice?
( V ) IT Solutions fail to meet business
needs or delayed solutions
( V ) : Lost Business opportunities
( C )Higher IT costs
( C ) Higher business
operating costs
( O ) Decreased
staff productivity
( R ) Increased business
outages and risks
( R ) Threats to business security,
availability or continuity
( R ) Increased IT outages and downtime

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What do managers need to do?
Engage and Involve people. Empower teams to make the changes themselves
Continually remind people of the sense of urgency and what we are trying to
achieve in terms of V,O,C,R
Active participation in meetings e.g. CAB to reinforce messages and to confront
‘saying yes , doing no’
Confront openly and directly ‘Undesirable behavior’ – also with other managers
Reward and recognize ‘desired behavior’
Creating a mirror by asking questions ‘What would the customer say? How does
this impact the customer? How does this impact V,O,C,R
Endorse and support/communicate a CSI register – empowering people to suggest
and make changes
Consistent messaging from ALL managers. Not just ‘words’. Walk the talk. Lead by
example.
Send IT staff into the business for 1 day. Have them gain an understanding of
business needs, priority and impact.

16. © GamingWorks
Knowledge:
Expertise and skills acquired through
experience or education;
the practical or theoretical understanding of a subject.
Education & Theory
2 Million+
certificates
70%
Get VALUEfrom
ITSM Investment
Don’t10%
25%
75%
Listening
Reading
Watching
& Listening
Doing
Experiential Learning
5%
%
Knowledge
retained

17. © GamingWorks
User
Call center
1 st Level
support
2 nd Level
support
3 rd Level
support
Supplier
Flight Director
Business
Mission Director
Experiential Learning – Business simulation
Developing a Tool,
to enable the processes,
support decision making,
Manage the workload,
Transfer knowledge,
Solve issues.

18. © GamingWorks
Create
Buy-in
Overcome
resistance
52% Fail
Due to resistance
70%Don’t
Get value from ITSM
Investment
Business
Simulation
Game
Empower
people to
identify
Improvements
to take-away
Input for
CSI
SHARED
understanding
and goals
 Played in context of Organizations
 Bringing ‘END-to-END’ together
 Create DIALOGUE
 Break down SILOS, Improve
Team-working
 Assess WEAKNESSES
 Learn to Develop OWN procedures
and agreements
 Translate THEORY into PRACTICE
 Learn to apply 4 P’s to realize
the 5th P
 Learn Pragmatic CSI

19. © GamingWorks
Behavior 1st 2 mnth
I know why we need to document and register all
relevant items.
6,5
I register all the items I need to document. 6.7
I regularly use information from the tool. 6,0
I observe other people recording useful information 5,4
I observe that others are using information to make
decisions and reporting
5,7
I see managers confronting undesirable behavior and
promoting new processes
5,8
Measure behavior - Progress
Measuring current
behavior & change
over time.

20. © GamingWorks
See! managers don’t really care
That’s not what we agreed!
It can get
WORSE
I don’t have the time….
I’ve got more important things to do…..
Rewards!?…..nonsense, they’re adults
I already told them what to do!.....

21. © GamingWorks
Measure behavior - Progress
Behavior 1st 2 mnth
I know why we need to document and register all
relevant items.
6,5
I register all the items I need to document. 6.7
I regularly use information from the tool. 6,0
I observe other people recording useful information 5,4
I observe that others are using information to make
decisions and reporting
5,7
I see managers confronting undesirable behavior and
promoting new processes
5,8
8,6
7,6
7,1
6,8
6,9
7,0