Your employees are certified but you aren’t achieving results. About 60 leading training and end-user organizations participated in EXIN’s Future of ITSM interactive event in Paris to learn why.The one-day event held on June 9 was brought about to discuss issues in the current IT Service Management sector and the innovative solutions that are emerging. Participants learned how EXIN’s new ITSM program is specifically geared towards the needs of professionals who work in ever-changing business environments as well as the crucial impact that attitude, behavior and culture (ABC) can have on success in business.A unique approachDavid Bathiely Fernandez, EXIN sales manager for the French region who organized the event, discussed EXIN’s approach to ITSM. He shared how ITSM goes beyond the process of technology management. EXIN’s ITSM training and certification integrates all the concepts of comprehensive service management and is positioned as compass to help guide professionals in the use of a large selection of frameworks available today.EXIN’s multi-level program is based on job roles that prepare professionals for what they need in their daily work. They learn how to build, implement and maintain an overall ITSM system that benefits from the international ISO/IEC 20000 quality requirements.What can EXIN do for you?During the event, participants were asked to provide feedback on how EXIN can support trainers in understanding the underlying issues in ITSM. Some of the feedback included items such as:
Learn more about the audience feedback here. Participants use the ABC card deck to explore the real challenges to successful ITSM - the people.The real issuesKeynote speaker Paul Wilkinson from GamingWorks and ABC@Work presented the latest global findings on ABC worst practices and some facts about ITSM improvement initiatives. Afterwards, attendees had the opportunity to participate in several break-out sessions to exchange experiences with each other. Issues raised and discussed using the special ABC of ICT method included:
These were common issues shared by many of the participants and highlights the need for a new approach to ITSM. “It was clear from the feedback and evaluations that the workshop gave the attendees insight into the ABC issues and the importance of solving them. For more than 10 years these issues have existed. Nobody takes responsibility for solving them,” Wilkinson said.EXIN’s qualification program according to ISO/IEC 20000 combined with the ABC of ICT method offer innovative solutions beyond what the most common frameworks can provide.ABC (Attitude, Behavior and Culture) is an innovative awareness, assessment and training package, now independently accredited by EXIN. It looks beyond the classroom theory and encourages team discussion, dialogue and problem-solving focused on practical issues facing organizations.
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