The ABC Of ICT - The Top 10 People Success Factors For IT Service Management

In a previous blog (The ABC Of ICT - The Top 10 People Issues), Paul Wilkinson of GamingWorks and I shared how the “ABC of ICT” (the Attitude, Behavior, and Culture issues), or the “people factor,” is a critical success or fail factor in IT, and particularly IT service management (ITSM), operational and improvement initiatives.

In this blog, we want to move on from the “resistance areas” and share the top 10 critical success factors for dealing with the ABC of ICT. These are borrowed from the ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT book by Paul and Jan Schilt so that, as Paul likes to say, “We can make a difference together.”

Top 10 people critical success factors for IT

  1. Involve all functions in design. Involve and include all functional units, development and operations. Bringing people together in face-to-face meetings, workshops, forums, and simulations to stimulate discussion, engagement, involvement, and address resistance. Resistance is a fact; you will encounter it. Bringing people together helps to make it visible, helps to create buy-in, and empowers people to change their own ways of working.
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