ABC of ICT - Attitude, Behavior, Culture

ABC of ICT stands for the Attitude, Behavior, and Culture within IT organizations. More than 70 – 80% of ITSM improvement initiatives such as ITIL fail to achieve the hoped-for value, more than 52% fail because of resistance. These can be primarily attributed to Attitude, Behavior, and Culture. In a survey, 94% of more than 500 IT professionals declared that current ITIL training and certification didn’t adequately address the ABC issues. The ABC of ICT product set comprising of the book, exercise workbook, and assessment cards are aimed at helping organizations tackle these issues. The ABC of ICT Introduction book contains more than 35 case studies many by industry-leading experts and gives practical tips and guidance for assessing ABC issues and for trying to resolve them. Many Consulting and training companies are now adopting these people and culture-related approaches within their service offerings. The latest ITIL V3 Planning to Implement Service Management book also states that Culture is the biggest reason for ITSM initiatives failing and names ABC of ICT as a best practice reference to help address these issues.
ABC of ICT V3 - IT organizations have been struggling for the last ten years to adopt best practice frameworks such as ITIL in an effort to bring IT under control. However, we have generally failed to realize the promised benefits of ITIL. ITIL V3 has now been launched. Is ITIL V3 the silver bullet to solve our problems? Will it finally ensure we realize the promised benefits of ITIL? Or will we fail just like we did with V2. With the increasing importance of IT to business operations, we can no longer afford to fail. We must demonstrate we can bring IT under control. This article shows how the Attitude, Behavior, and Culture (ABC) of ICT are what will determine the success or failure of your ITSM initiative. Unless we address this ABC then ITIL V3 will be doomed to failure. This article will finish with a few best practice tips to help you ensure that, finally, you are able to make ITSM best practices work and bring IT under control. ch4.4 ABC of ICT V3

Balanced Scorecard

The Balanced Scorecard (BSC) is developed by Kaplan and Norton, is a performance management system that enables businesses to drive strategies based on measurement and follow-up. In recent years, The Balanced Scorecard (BSC) has been applied to Information Technology. The Balanced Scorecard (BSC) is a popular tool with its concepts widely supported by international consultant groups like Gartner, Nolan Norton Institute, and others.

Commoditization of Shared Service Management

Published: July 20, 2015 • Service Technology Magazine Issue XCI. A report by SDI and TOPdesk reveals a lot of interesting findings of shared service management. More than 90 percent of respondents indicate they have more than one service desk and it proves to be an emerging topic of importance for organizations. Streamlining processes and improving the quality of organizational services were marked as the greatest benefits of a shared service model. Where service management is becoming a commodity, shared service management is very relevant in these days of a focus on workforce enablement, bringing it back to corporate or director level. That is confirmed by 83 percent of respondents who believe that key decision-making around shared services will take place at that level.

DESTEP bedrijfsanalyse

De DESTEP analyse is een model dat veel gebruikt wordt bij het maken van een externe analyse van een bedrijf. De DESTEP analyse behandelt de macro-economische factoren. Hier kan een bedrijf geen invloed op hebben, maar kunnen wel van belang zijn voor de bedrijfsvoering. DESTEP staat voor Demografisch, Economisch, Sociaal-cultureel, Technologisch, Ecologisch en Politiek. De bedoeling van DESTEP analyse is dat je al deze zes onderwerpen kort behandelt. Per onderwerp kan je kort de kansen en bedreigingen benoemen. De belangrijkste kansen en bedreigingen kan je opnemen in een SWOT analyse.

EIA: European Interoperability Architecture

Elaboration of a common vision for a European Interoperability Architecture – EIA. When is this action of interest to you? You work in public administration. A cross-border public service is about to be developed. You would like to keep costs down and reuse solutions that have already been developed. The EIA should facilitate interoperability and reuse when developing public services.

EIF: European Interoperability Framework

European Interoperability Framework (EIF) for European public services. This non-technical document addresses all those involved in defining, designing, and implementing European public services. The EIF should be taken into account when making decisions on European public services that support the implementation of EU policy initiatives. The EIF should also be considered when establishing public services that in the future may be reused as part of European public services.

EIRA (European Interoperability Reference Architecture)

The European Interoperability Reference Architecture (EIRA), is an architecture content metamodel defining the most salient architectural building blocks (ABBs) needed to build interoperable e-Government systems. The EIRA provides a common terminology that can be used by people working for public administrations in various architecture and system development tasks. The EIRA was created and is being maintained in the context of Action 2.1 of the ISA Programme. The EIRA uses (and extends) the ArchiMate language as a modeling notation and uses service orientation as an architectural style. The EIRA is aligned with the European Interoperability Framework (EIF) and complies with the context given in the European Interoperability Strategy (EIS).

IBM Systems Journal

Special edition on Service Science, Management, and Engineering (SSME).

ISA: Interoperability Sol. for Eur. Public Adm.

Interoperability Solutions for European Public Administrations. Administrative procedures have the reputation of being lengthy, time-consuming, and costly. Electronic collaboration between Public administrations can make these procedures quicker, simpler, and cheaper for all parties concerned, in particular when transactions need to be done cross-border and/or cross-sector. The ISA program of the European Commission facilitates such transactions through more than 40 actions with a budget of some EUR 160 million.
The ISA program creates a framework that allows the Member States to work together to create efficient and effective electronic cross-border public services for the benefit of citizens and businesses. It offers European public administrations a comprehensive approach to the establishment of electronic services that can easily cooperate across borders (interoperable electronic public services). The promotion of the interoperability of electronic public services forms the first pillar of the ISA program.

Just In Time Manufacturing System

The Just-In-Time (JIT) manufacturing system is a planning system for manufacturing processes that helps in achieving high-volume production using minimal inventories. The system eliminates the inventory of raw materials, work in progress, and finished goods by making them available as and when required. The items are picked up by the worker and fed directly into the production process. The finished goods are produced only at the time they are required for sale. The implementation of the JIT System requires a complete transformation of methods of designing products and services, assigning responsibilities to workers, and organizing work. In this book, we shall go through the concepts of the JIT system, its advantages, characteristics, and its contribution toward improving the productivity and profitability of a firm.

KPMG Maturity Model for service organizations

From the moment Richard Nolan introduced his ‘staged model’ for the application of IT in organizations in 1973, many people have used stepwise improvement models. These models were quickly recognized as suitable instruments for quality improvement programs, thereby helping organizations to climb up the maturity ladder. Dozens of variations on the theme can easily be found nowadays, ranging from trades like software development, acquisition, systems engineering, software testing, website development, data warehousing, and security engineering, to help desks, knowledge management, etc. Obviously the kaizen principle (improvement works best in smaller steps) was one that appealed to many. After Nolan’s staged model in 1973, the most appealing application of this modeling was found when the Software Engineering Institute (SEI) of Carnegie Mellon University, USA, published its Software Capability Maturity Model (SW-CMM). The CMM was copied and applied in most of the cases mentioned above, making CMM something of a standard in maturity modeling. At this moment there even is a project group working on the development of an IT Service CMM. In Europe, there is one standard for quality management, modeled by the European Foundation for Quality Management (EFQM). This model uses largely the same criteria as in the USA’s Malcolm Baldridge National Quality Award. In the Netherlands, a staged model was developed upon the EFQM base, and this model was applied to IT service organizations. In the contributions in this part, you will find some of the results this has brought.


Het 'Organizational Culture Assessment Instrument' (kortweg: OCAI) van Quinn en Cameron is een gevalideerde onderzoeksmethode om organisatiecultuur in kaart te brengen. OCAI is gebaseerd op een kwadrant met vier organisatieculturen, die sterk verschillen op de dimensies interne-externe gerichtheid en beheersbaarheid-flexibiliteit. Het model is hieronder in vereenvoudigde vorm weergegeven.

SAME - Strategic Alignment Model Enhanced

Based on the separation of duties principle, this information management framework covers three information domains: business processes, information management (Demand), and IT service management (Supply). In terms of management, it also knows three layers: strategy, structure, and operations.
Origin/History: The SAME is a re-interpretation of the Strategic Alignment Model by Henderson and Venkatraman and has been redeveloped by Jan van Bon c.s..
When: 2006 More information: see the SAME article.

S-D Logic: Service-Dominant Logic

Axioms, Foundational Premises, and Concepts of S-D Logic. Service-dominant logic is captured in eleven foundational premises (FPs), which were intended to establish a framework for the service-centered mindset (see first exhibit below). Since the first introduction of the foundational premises, Vargo and Lusch have realized that some of the original FPs could be derived from others and, thus, have identified five FPs from this expanded set of eleven as particularly foundational, essentially the axioms of S-D logic. Many of the concepts (e.g. value co-production/co-creation, value propositions, and experiences) underlying this mindset, and thus the FPs, are neither exclusive to nor invented by S-D logic itself (see second exhibit below). Rather, S-D logic captures shifting contemporary marketing thought, in which marketing is seen as a facilitator of ongoing processes of voluntary exchange through collaborative, value-creating relationships among actors (individuals and organizations for example).


Het Servqual GAP-model biedt inzicht in het totstandkomen van klanttevredenheid, en de fouten die daarbij gemaakt kunnen worden. Servqual (afkorting voor Service Quality) gaat er vanuit dat de klantbehoefte centraal staat en niet het meetsysteem of de perceptie van de organisatie zelf. Om de tevredenheid te meten gaat het model uit van negen variabelen die de kwaliteit van de dienstverlening in kaart brengen. <lees hier meer>

Six Sigma

Six Sigma is a branding term, given to a structured, disciplined, rigorous approach to process improvement. It is a methodology that provides businesses with the tools to improve the capability of their business processes and/or IT processes. This increase in performance and decrease in process variation leads to defect reduction (Six Sigma literally means only 3.4 Defects per million opportunities occurring) and a vast improvement in profits, employee morale, and quality of the product.
Distribution: While its origins lie in the manufacturing industry, Six Sigma is now used in more than ten industry sectors worldwide, among them IT.
Origin/History: The roots of Six Sigma lie with the invention of the normal curve by Carl Frederick Gauss (1777-1855). After the rise of Total Quality Management (TQM), in the early 1980s, Motorola engineer Bill Smith coined the term ‘Six Sigma’.
Founding fathers: Carl Frederick Gauss, Total Quality Management guru Walter Shewhart, and Bill Smith, among many others.
Certification bodies? Individual training and examination for Yellow Belts, Green Belts, Black Belts, Master Black Belts, Champions, and Executives available.
More information: see the chapter Six Sigma, by Edgar Giesen and Patrick Teters, in the publication 'Frameworks for IT Management'.

Total Quality Management (TQM)

TQM is a complete management vision in which everyone in the organization is continuously incentivized to fulfill the wishes of the internal and external customer, in order to reach a competitive advantage.
Owner of the copyright: None
Distribution: Worldwide
Origin/history: Evolved from quality improvement philosophies from the early 20th century
When: From the 1970s
Founding fathers: A.V. Feigenbaum, W. Edwards Deming, Joseph M. Juran.
Certification bodies? No certification possible - ISO 9000:2000 certification indicates that an organization is working according to TQM principles. EFQM , MBNQA, and INK are evolved from TQM.
Useful tools: Plan-Do-Check-Act, brainstorming, Pareto analysis, statistical process control, benchmarking, Just-in-time, among others.