ABC of ICT stands for the Attitude, Behavior and Culture within IT organizations.
More than 70 – 80% of ITSM improvement initiatives such as ITIL fail to achieve the hoped for value, more than 52% fail because of resistance. These can be primarily attributed to Attitude, Behavior and Culture.
In a survey 94% of more than 500 IT professional declared that current ITIL training and certification didn’t adequately address the ABC issues.
The ABC of ICT product set comprising of the book, exercise workbook and assessment cards are aimed at helping organizations tackle these issues. The ABC of ICT Introduction book contains more than 35 case studies many by industry leading experts and gives practical tips and guidance for assessing ABC issues and for trying to resolve them. Many Consulting and training companies are now adopting these people and culture related approaches within their service offerings.
The latest ITIL V3 Planning to Implement Service Management book also states that Culture is the biggest reason for ITSM initiatives failing and names ABC of ICT as a best practice reference to help address these issues.