The document discusses the importance of addressing attitudes, behaviors, and culture (ABC) in IT operational process, quality, and governance initiatives. It notes that over 70% of organizations fail to realize value from their ITSM investments due to issues related to ABC, such as resistance to change. The document advocates for the use of simulations, games, and other experiential learning tools to help organizations improve their ABC and overcome resistance to change. This allows organizations to translate theories and frameworks into practical steps to address ABC challenges.