The IT Service Management Forum



Members gathering on December 2. in Stavanger

ABC of ICT – The number 1 success or fail factor for ITSM improvement success?

Many organizations adopt and deploy ITSM best practices and meet with resistance to change. This is because they fail to recognize that an ITSM improvement program is all about Organization Change Management (OCM) and most ITSM practitioners are poorly equipped to for OCM. Paul Wilkinson will take us through a session on how to tackle this change.

Many organizations adopt ITSM best practices such as ITIL in an attempt to change behavior and transform ITSM capabilities. 
Our surveys of more than 1000 organizations reveal that 70% do not get the HOPED for value. More than 50% fail because of resistance to change. This is one of the reasons for the ITIL practitioner initiative from Axelos. 
In this session we will use the ABC (Attitude, Behavior, Culture) card set to assess common types of resistance to ITSM improvement programs and will explore counter measures for ensuring success. 
In the workshop Paul will reveal the TOP 10 types of resistance globally and explore how the new ITIL practitioner Syllabus helps to address these issues. 

  • Explore typical ways resistance is expressed, reviewing the results of workshops with 1000’s of IT organizations.
  • Show how, as a practitioner, how you can use the instrument to identify expressions of resistance in YOUR organization.
  • Explore effective behavior in responding to resistance
  • Show you how ABC can become an instrument in your toolkit to ‘engage’ with individuals, teams and departments and how it has been effectively used in hundreds of ITSM organizations.

17:45 Registration
18:00 Welcome : Turi Leret
18:05 Introduction to ABC : Paul Wilkinson
18:30 ABC workshop : Paul Wilkinson
20:00 Pizza and Refreshments
21:00 Summary : Paul Wilkinson

As a tradition we will serve Pizza and Refreshments, hope to see you at Rosenkildehuset on December 2.


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