ABC Statistics - Attitude, Behaviour, Culture

More than 70% of the organisations that have introduced Service Management are unable to measure the added value of the ITIL improvements or to verify these in one form or another. The primary cause of this failure is the resistance to change.

Glenfis AG addresses the subject of ABC – Attitude, Behaviour and Culture – both in the ITIL training sessions as well as in the implementation projects.

Since mid-2011 surveys have been conducted in this respect during each ITIL course held by Glenfis, revealing the following picture of the current Top 10 'Worst Practices':

Card		Description	2011 Rank	Q1 2012 Rank
	6	Everything has the highest priority….according  to the users	1	1
	10	Never mind about following procedures….just do what we usually do	4	2
	9	Maybe we just should have tested that change first	5	3
	Q	The solution the customer sees isnt't the one IT sees	6	4
	5	Neither partner makes an effort to understand each other	-	5
	2	No respect for, or understanding of users	-	6
	3	Knowledge is power	-	7
	4	IT is not seen as an added value partner to the business	-	8
	3	Too little business involvement in requirements specification & testing	-	9
	4	Not capturing the right knowledge for reuse	-	10

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