Collaboration\u00a0was the top scoring takeaway from my sessions at the annual ITSDFI conference in Brno in the Czech Republic. In both my\u00a0DevOps\u00a0presentation as well as my\u00a0ITIL practitioner\u00a0workshop this was raised as a core competence area that needs to be developed. Indeed the need to develop new skills was a theme throughout the conference.<\/p>\n
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Workshop findings \u2013 ABC THE number 1 success or fail factor!<\/strong><\/p>\n One of the goals of the workshop was to show how ABC (Attitude, Behavior, Culture) is\u00a0STILL\u00a0<\/strong>the number 1 success \u2013 or more commonly -\u2018FAIL\u2019 factor in ITSM improvement programs. It was\u00a0this workshop<\/a>\u00a0that prompted a CEO at another conference to ask \u2018Why wasn\u2019t this session a keynote session<\/strong>\u2019? As she recognized not only the ABC issues but also the value of the ITIL Practitioner concepts.<\/p>\n \u201cABC is like an Iceberg, much of it is hidden, we don\u2019t see it, we don\u2019t talk about it and we HOPE that it won\u2019t\u00a0grievances<\/span>\u00a0our ITIL\/ITSM initiative\u201d<\/em><\/strong>. Yet our surveys reveal that a large majority of organizations do not get the HOPED for value from their ITIL\/ITSM investments because of the ABC hidden Iceberg.<\/p>\n Workshop exercises \u2013 Making the hidden Iceberg visible<\/strong><\/p>\n In the workshop we used the ABC cards (ABC is named in the ITIL Practitioner toolkit) as an awareness and assessment instrument to conduct two exercises that are\u00a0critical\u00a0<\/em>to the success of an ITSM initiative.<\/p>\n Exercise One<\/em><\/strong>\u00a0-The Customer exercise: \u2018Why are we doing? \u2018What does the Customer need\u2019? \u2018D<\/em>o we really KNOW what the Customer needs\u2019?<\/p>\n Exercise Two<\/em><\/strong>\u00a0\u2013 The Resistance exercise: \u2018Adopting ITIL represents an organizational change \u2013 which\u00a0always\u00a0<\/strong>meets with resistance. What does that look like and how can we deal with it\u2019<\/em>?<\/p>\n