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ABC of ICT

EXIN offers independent accreditation for ABC of ICT

Attitude, Behavior and Culture...


“Any IT Service Management initiative that doesn't address ABC is bound for failure….. It (ABC of ICT) speeds up the process and helps everyone involved to name the issues that really inhibit successfull ITSM.” - Maarten Bordewijk, Senior ITIL Trainer; Getronics-PinkRoccade, Netherlands

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Achieving the best for your business
IT Service Management (including ISO/IEC 20000 and ITIL®) is an increasingly important discipline for companies as they look to achieve greater business efficiency from their IT investments. But many ITIL and ISO/IEC 20000 implementations fail to achieve their full potential because of ‘people’ issues. Twenty-three international workshops using the ABC of ICT assessment instrument reveal the full extent of these issues. The stresses encountered in any change program mean that team attitude, behavior and cultural worst practices can all impact the success of a program.

What is ABC?
ABC (Attitude, Behavior and Culture) is an innovative awareness, assessment and training package, now independently accredited by EXIN. It looks beyond the classroom theory and encourages team discussion, dialogue and problem-solving focused on practical issues facing organizations. Participants can share personal experiences of colleagues. ABC of ICT’s approach acknowledges the very human situations we all recognize, but are never in the classic textbooks. It’s these day-to-day situations that, if not addressed, can undermine motivation and teamwork, and, even worse, can create an unacceptable business risk to any organization.

“I use some of the cards in training or consulting sessions. The moment I see the behavior I take out the card and put it on the table, so we can have a discussion around it. It is much more powerful than addressing it verbally…” - Peter Lijnse, Director; Service Management Art, Canada Van Haren Publishing has has made three of the ABC of ICT publications available that support the training. Download supporting publication materials for free.

Developed by experienced partners
The new accredited training program, as offered by EXIN in cooperation with GamingWorks and Van Haren Publishing, helps ensure that training companies are helping to address ABC issues that traditional ITIL training material doesn’t fully cover. The ABC Exercises and material encourages teams and individuals to identify real life issues; by working together, teams focus on translating theory into practical application helping solve sometimes quite fundamental and confrontational issues found in their own environment. In addition teams must use all the technical skills available to them: the techniques learned in ITIL and ISO/IEC 20000 courses must be applied in a proper and meaningful way, aimed at delivering value and reducing costs and risks.


To create a new approach to ITSM training
The ABC of ICT program and the consequent EXIN Accreditation is a real milestone in the ITSM industry as the emphasis moves away from the traditional classroom and learning by rote. Real success or failure is measured by how teams can recognize their own ABC issues, the business impact and risk this causes and can translate best practice theory into practical approaches and solutions for addressing these issues.

For more information about ABC of ICT, please visit www.abc-of-ict.com or for more details on the available ABC publications visit the Van Haren Publishing site.

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