Download ABC of ICT - An Introduction to the Attitude, Behavior and by Bernan PDF

By Bernan

This creation, the sister book to the ABC Card Deck, is a brand new method of dry and formal education and alter courses. Making robust and sound issues with a splash of humor, it used to be designed and drawn by way of Paul Wilkinson and Jan Schilt. It covers the smooth abilities, that are finally pivotal to any ICT operation.

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Additional resources for ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT

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Father Christmas does exist. See we can make a list of bullet points as well. These are easy throw away lines. Quickly read and equally as quickly forgotten. Where we need to be is this: ‘Make change happen’. How do we approach things now? ITIL V2 and ITIL V3 We have an instrumental approach to applying ITSM best practices. We focus very much on the process frameworks and procedures, deployed as part of a project and program initiative. The results get thrown over the wall, the project is disbanded, things go fairly well for a while and then slowly things start to break down, people revert to old behavior and attitude, there is not enough authority or commitment to keep things on track.

Behavior that can be changed. ” Another rule is that positive feedback works and improves performance, whilst negative feedback demotivates. This is also known as the feedback sandwhich, where you begin first with positive news, then give the bad news feedback with constructive criticism to try to change behavior, then finish with a word of encouragement. Example: “Incident 1 was really well handled. The customer was happy and it really helped us in terms of the information we got from the support team (support team does good work that adds value).

ITSM improvement initiatives must also be seen as a ‘management of change’ initiative. The ABC issues (Attitude, Behavior and Culture) must be consciously addressed. • We need to ensure that we create and embed ‘desirable behavior’ in the organization, at ALL levels, as a result of our ITSM initiatives. • We need to ensure that ‘continual improvement’ is embedded in the culture, that everybody’s attitude is they are personally responsible and accountable for ensuring ITSM delivers value and they behave accordingly.

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