Reader Question: How do you change Attitudes, Behaviors and Culture (ABCs) as part of an ITSM Program?

Third Sky Expert Answer:

Reginald Lo, Vice President of Professional Services Third Sky

Just providing ITIL Foundation and Awareness classes to IT Staff and providing training on the ITSM tool does not result in successful organizational change. In order to permanently change Attitudes, Behaviors and Culture (ABCs) you need a systematic approach which should be treated as a program in and of itself.

The diagram below illustrates how a comprehensive Organizational Change program should integrate with a typical ITSM program. Like all good programs that following the Deming Plan-Do-Check-Act cycle, the Organizational Change Program begins with planning. The plan should cover Organizational Change activities in each phase of the ITSM program, as opposed to just solely focusing on the training phase. The Deming “do” phase is characterized by a multi-level approach to awareness, education (theory) and training (practice) that is specific to each role in the organization. Finally, don’t forget to include the Deming “check” and “act” by including “validation & measure” activities.

An Organizational Change program needs to address:

• Where are we ultimately going (the vision) and how are we going to get there (the roadmap)?
• Why is my organization doing this?
• What’s in it for me?
• How does this support the Business and IT goals?
• How do I perform the process? Why is it important for me to do so?
• How, when and why do I use the ITSM tool within the process?

Be aware that an Organizational Program needs to recognize that people internalize concepts using different learning styles, e.g. listening, watching, reading, experiencing, etc. Therefore, you need to incorporate a variety of delivery methods, e.g. class room style, simulations, online instructor-led, self-paced instructor led, 5 to 10 minute snippets embedded within the tool (JIT training), job aids such as pocket guides, cheat sheets, FAQs, etc.

Ultimately, a successful Organizational Change Program that can change Attitudes, Behavior and Culture will maximize your ROI in your ITSM investment, resulting in more effective employees producing better results. It can create excitement, enthusiasm and buy-in while reducing the resistance to change.

Learn More

Third Sky can help you create a comprehensive Organizational Change Program.  To learn more, contact us or download this white paper:   Operational Excellence: Excellence in a Service-Oriented World