This creation, the sister ebook to the ABC Card Deck, is a brand new method of dry and formal education and alter courses. Making robust and sound issues with a touch of humor, it was once designed and drawn through Paul Wilkinson and Jan Schilt. It covers the tender abilities, that are finally pivotal to any ICT operation.
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Extra resources for ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT
What is the impact in terms of time, effort, money, resources in solving the issue? • Test the proposal with various stakeholders. Put yourself in the position of the person needing to make the final decision and read it critically. Assume that it is your company and your money. Would you invest? • If it doesn’t feel right think of alternative scenarios and solutions. • Ensure that you and the team really endorse the solution and are ready, willing and able to implement the solution if the decision maker gives a ‘go’.
At this point the Help Desk employee becomes uncomfortable, he doesn’t want to tell everything so he says: “I need more status updates about incidents from the network support guys, the information I get now is inadequate, I need to know what has already been done and when it will be solved”. There now comes a direct reaction from Network Support: “We can’t always give the information, we are busy trying to solve it and we don’t always know how long it will take, besides which you guys need to document the information better and share it amongst yourselves.
Good people and culture can cope with bad processes, and good processes can deal with bad technology, but it doesn’t work the other way. Fix the people or your other efforts are doomed. ” Rob England (‘the IT Skeptic’). But, there is also good news! The good news is that in ITIL V3 people are strategic assets. Not directly though. ITSM is a strategic asset which includes people, processes and technology, implying that people are therefore a strategic asset. ” What about the bit about the risk side of people assets.