ABC of ICTThe number 1 success or fail factor

Paul Wilkinson

“Through 2009 more than85% of IT operations

organisations will be involved in IT operational process,

quality and governance initiatives” - Gartner

…..and MANY willFail to realize resultsbecause of ABC!....

In 2009 Global CIOs will increasingly focus on implementing international

standards (ISO20000), ITIL, CobiT

The relevance of ABC?

…but it doesn’t deliver.

Why Not?

The relevance of ABC?

Fact: Many ITIL implementations fail to achieve their desired aims. A Forrester report revealed that the biggest reasons for ITIL initiatives failing is resistance (Behavior) to change 52%. (We don’t know how to convince people).

ABC big cause for failure….Fact: More than 70% are unable to measure or demonstrate the

value of an ITIL improvement program. (We don’t know how to apply).

Fact: 94% said current ITIL training and certificationdoesn’t help address ABC issues. (We don’t know how to solve the above).

Attitude Behavior Culture

Have you, or are you involved in espionage or sabotage or genocide?

yes no

q q

Have you ever been, or are you a trafficker of controlled substances

q q

IMPORTANT: If you answered “yes” to any of the above,

please contact the American embassy BEFORE you travel

to the U.S.

A procedure must serve a purpose and be seen asuseful by those involved in it.

Entry card

….how many people do you think have answered yes?

This procedureshould getan AWARD

Most uselessProcedure

in thecompany

ý

Procedure

Here are the newprocedures we’veproduced for you

ladies & gentlemen

Worst practices

Throwing ITILSolutions over

the wall andHOPING

people willfollow them

Survey

No. 7

Process managers

withoutauthority

Survey

No. 5

52% fail because ofRESISTANCE

..that iceberg won’t stop US!

Full steam ahead!

…don’tforget! ABC is like an Iceberg…..a

lot of it idden beneath

the surface, and capable of

inflicting damage!

Your GAPanalysis/

assessmentneeds to

look at thistoo…

We adoptframeworks tobring IT under

control

The relevance of ABC

ITIL uses theterms ‘Customers’ and ‘Users’…what

Term do you use?…

Dorks!ITIL

Customer

User

Desirable behavior?

ServiceImprovementsuggestions

…I don’t understandI followed ALL theITIL procedures!

According to me you Are a satisfied customer…

…I’m a certifiedITIL professional….therefore I am righttherefore you are

satisfied…

…My job isRECEIVING usercomplaints….notdoing something

about them!

itSMF on-linesurvey:

“we are not customer focused”.

89% agreed.

itSMF Survey reveals a

weakness inaddressing

these educationissues….

ATTITUDE,BEHAVIOR,CULTURE

are still issues

We don’t haveany of this

in our organisation!

It’s not in OUR organisation……but we

ALL recognise it……So WHOSE

organisation is it?

…we have to recordwhat you know in the

database to help your colleagues

…if you let thetelephone ring longenough the userswill eventually give

up and stop bothering you…

…we are goodat reusingknowledge…

Desirable behavior?

…record what I know to help you….

…we still don’t

want to shareknowledge…

Whose job is it to break through

all these examples of

Attitude,Behavior& Cultural

issues…?

If I did that theYou’d know as muchas me!! ….that will

never do…..

Knowledge isPOWER!

Desirable behavior?

Whose jobIs it to breakdown these

ABCWorst

practices?

….This is the No 2 chosenglobalworst

Practice!

Not My

Responsibility!

Survey

No. 3CIO

Responsible?

We don’t behave like THAT!…

We will have moreefficient, cost

effective services..

Loop

And how willI know we are there?…

Ordo

we?…..

“more efficient,

cost effective provision of

quality IT services…” BullS**t

MeterUser

satisfaction

Capacity

demands

User

complaints

But there’sNo keyboard?

Closing theHelp Desk between 09:00 & 17:00 isn’t what I had in mind!..

One of our ITCost reduction

initiatives

Only 27% of IT managers have directly measured the return on investment from ITIL implementations,

and under half measured the value thatIT service management Delivered to their business

Business Simulation

Applying People,

Process & Technology

to realize results

…that processisn’t working!

…We didn’t DOwhat we agreed!

…we didn’t meetour SLA’s…I

think!!

…What a mess….just like

reality

Customer satisfaction

Process compliance

Costs

% incidents resolved

Resolution time

K

K

L

L

K 300.000 wasted costs

27% satisfaction lost

15% process faults

40% resolved

3.0 average

NON COMPLIANTPROCESSES

POOR AVAILABILITY

BUSINESS RISK

This helps change ‘ATTITUDE’ – recognize theNEED for good BEHAVIOR

ITSM investment

…an ITSM case experience

• Improve management and reporting tools

• Improve process flows and priority mechanisms

• Improve roles and responsibilities

Apollo 13 - example

…so you areasking me for€ 350.000

to improve theprocesses and

buy somemanagement

Tools…..

…what willbe the result?What will IexperienceDifferently?

þ Improved Customer satisfaction?

þLower costs?

þBetter process throughput?

þHigher levels of availability?

þFaster deployment of innovation?

Of the 7500 IT’ers who have played this year, 85% of

the responses are...

Er?..

ý

ProcedureIT thinks it doesn’t need to understand the

business to make a business case….

Survey

No. 10

CIO

….the No 1Worst

Practice….

….which meansthe way we

adopt & applyITIL can be

described as….….or

A FOOL

with a TOOL

is still

A FOOL….

How we apply frameworks

ABC of ICT card setA 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.

UserCustomerHelp desk

Technical specialistConsultantSupplier….

This card set has been designed as an awareness and assessment instrument to help teams, departments and organizations to improve.

A practicalInstrument…

There are anumber of exercises

you can dowith them

IdentifyWHO isguilty ofwhichworst

practice

Discussthe

Businessimpact &

risk

Agreewhich ones

needFixing! And

who isresponsible

An ABC assessment

ABC Workshop

Spain

SingaporeSingapore

NetherlandsNetherlands

SwedenSwedenSpainSpain SwitzerlandSwitzerland

Canada

USA

Canada

USA

DenmarkDenmark

PolandPoland Singapore

Netherlands

SwedenSpain Switzerland

Canada

USA

Denmark

Poland

Where it has been used

Global Assessment resultsMay

ABC of ICT is a GamingWorks product (c) 2008

Internally focused

Not my responsibility

No understanding of Businessimpact & Priority

Everything has the highest priorityaccording to the Users

Process managers without authority

9 to 5 Culture

Plan, Do, stop….No realContinual improvement focus

Throwing (ITIL) Solutions over the walland HOPING people will follow them

Too little Business involvement inrequirements specification & testing

IT thinks it doesn’t need to understandthe business to make a business case

30

sessions

Canada

Belgium

Denmark

Poland

Singapore

Sweden

Switzerland

UK

USA

Germany

Spain

Netherlands

0 50 100 150

1

2

3

4

5

6

7

8

9

10

18

3000 people

A service is a means of

delivering value to customers by

facilitating outcomes

Customers wantto achieve withoutthe ownership of

specific Costs & Risks.

0% 5% 10% 15% 20% 25%

1

2

3

4

5

6

7

8

What is the impact of allthis worst practice?

IT: IT Solutions fail to meet business needs or delayed solutions

Business: Lost opportunities

IT: Higher IT costs

Business: Higher businessoperating costs

Business: Decreased staff productivity

Business: Increased business outages and risks

IT: Threats to business security, availability or continuity

IT: Increased IT outages and downtime

Impact on ‘Performance’ of worst practices

So?…..What is the message?

Most of the issues are things we

should have already been doing for

Years….Will a framework solve this?…..

2 best practice tips

During the next two years leadership will be the most important IS capability which will determine IT success.

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 leadershipteams are poorly equipped to face the next two years.

As an IT decision makeram I part of

the problem….?

Desirable behavior? Leadership

The mostpopularCartoon so far

þMake change happen at your organization

þHelp motivate – Inspire & stimulate desirable behavior

þHelp ensure shared goals are created for success- focused on the Customer

þBreak down the SILOs & barriers

þEnsure you can Measure & demonstrate success

þBreak down the ABC barrier

The FUTURE is YOU walk out of here and start

BEHAVING differently….

What is Leadership?

Implement DEMAND management!!

What does that mean!

ØBefore you engage ANY Training, Consulting or Toolprovider……

ØDEMAND that theydemonstrate how theyhelp solve YOURABC issues……

ØIf the training curriculum or CV’s don’t demonstrateit………

ØDON’T HIRE THEM…..FORCE the suppliersto do what they

SHOULD have been doingin the last 10 years!

p.wilkinson@Gamingworks.nl

www.gamingworks.nl

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