The ABC of ICT™ Book.

ABC of ICT™ - An Introduction. This is a book which describes what ABC is and why it is necessary. It also contains more than 30 case studies by industry experts explaining how to tackle ABC worst practices. The book contains additional guidance and tips on addressing ABC of ICT™. This book is aimed at anybody involved in, or responsible for improving ITSM practices.

Contributors include:

• Sharon Taylor (Chief examiner - ITIL)
• Richard Pharro (APMG)
• Jack Bischof (contributing author ITIL V3 Service Strategy)
• Colin Rudd (Author ITIL V3 Service Design)
• Vernon Lloyd (Author ITIL V3 Service Design)
• Ivor Macfarlane (Author ITIL V3 Service Transition)
• David Wheelden (Author ITIL V3 Service Operation)
• Gary case (Author ITIL V3 Continual service Improvement)

ABC of ICT™ card set

The ABC of ICT™ Card set. These is a set of playing cards containing 57 industry recognized worst practice cartoons. This card set is an awareness and assessment instrument. This card set has been used in international workshops and conferences around the world to capture worst practices, recognize their impact and identify a need to resolve them.

Exercise workbook

The ABC of ICT™ Exercise workbook. This is a workbook containing exercises, worksheets and teacher tips for using the ABC of ICT™ card set. These exercises can be performed in separate workshops or integrated into existing ITIL training courses and used to capture real, practical input for a continual service improvement initiative.

Other related publications

Whitepaper: ABC of ICT™

The purpose of this whitepaper is to show you what the ABC of ICT™ is, and to show the negative impact it is having on ITSM improvement programs and on the performance of organizations. This whitepaper will explain why we are consistently and persistently failing to recognize and address these ABC issues. This whitepaper is also available at the van Haren free whitepaper section.

What the experts say

This article contains a summary of the key success factors compiled from an analysis of the more than 35 cases contained in the ABC of ICT™ - An Introduction book. These are what the experts do to ensure success when adopting and deploying ITSM best practices. They are interventions aimed at changing attitude and behavior.

Article: It's as simple as ABC

An article published in the ITSM Best practices book, volume 2, 2005. This article described the ABC worst practices that are preventing many organizations from realizing success using ITSM best practices such as ITIL.

ABC of ICT V3

An article that examines the ABC worst practices in relation to ITIL V3 and poses the question "Will ITIL V3 solve the ABC worst practices, or will the ABC worst practices be the reason many organizations fail to realize success with ITIL V3?"

ITSM From Hell (english version)

The book that laid the foundation for the ABC of ICT™. Written by Brian Johnson and Paul Wilkinson in 1996. This book described 'how NOT to manage an IT organization'.
The book contained cartoon characters displaying the most extreme examples of 'User unfriendly behavior'.

Example ABC presentation
(10 Mb file!)

An example of an ABC worst practice presentation given at itSMF conferences. This presentation is aimed at creating awareness to common ABC worst practices and gives 1 'best practice' tip for resolving.