This introduction, the sister publication to the ABC Card Deck is a new approach to dry and formal training and change programs. Making strong and sound points with a dash of humor, it was designed and drawn by Paul Wilkinson and Jan Schilt. It covers the soft skills, which are ultimately pivotal to any ICT operation.

Key Features

• Covers 'Attitude, Behaviour and Culture' concepts that are critical to make ICT really happen
• 35 fantastic case studies and examples from industry experts of where things can go wrong - and how to make them right
• Used globally by leading consultants and trainers in the field
• Assess worst practices and take first practical steps in solving them


Endorsements

"When organizing an improvement workshop it helps to list issues and to prioritize them. Participants often find it difficult to be complete in this. The ABC Cards provide a complete list of all things that could go wrong. People can instantly recognize issues and pick the cards that apply to them and provide examples of attitude and behavior. It speeds up the process and helps everyone involved to name the issues that really inhibit successfull ITSM."

- Maarten Bordewijk, Getronics-PinkRoccade, senior ITIL trainer, Netherlands

"The ABC card exercise was a lot of fun, and put people immediately to work, brainstorming on the worst practices and their consequences, aided by the easily recognizable cartoons.  It was interesting to see how people from different backgrounds could quickly interact and agree on how the situations apply to daily life and how they need to be approached."

"From my perspective at EXIN, I see that the ABC card set helps people understand the problems and the typical worst practices. It helps people discuss the consequences and possible solutions,  and with that it achieves something very important: it gives hands-on experience in solving ITSM related issues."

"This is a great aid for people seeking for certification in the different levels and practices of ITSM, whether it is ITIL or ISO 20000 or other good practices. EXIN has always developed the exams based on the believe that the candidates need more than just theory, but also practical knowledge, and this helps people gain practical knowledge."

- Alejandro Debenedet, EXIN, Netherlands

"This card game is a valuable instrument for training and consulting companies like service Management art.  Because it is easier to point out worse practices. I use some of the cards in training or consulting sessions. The moment I see the behavior I take out the card and put it on the table, so we can have a discussion around it. It is much more powerful than addressing it verbally…Great job GamingWorks, it is just a great product to address issues."

- Peter Lijnse, Director Service Management Art, Canada

‘Your ABC book is excellent. Its the best explained set of business change tools that I've ever seen (and I've been in the BPR game since 1998). So good, in fact, that I'm going to get our HR department a copy to help with the work I'm doing with them on improving IT professionalism.’

- Kevin Holland, NHS

Related Books

ABC of ICT - The Exercise Workbook

ABC of ICT - Card Deck (the ABC of ICT training aid)