itSMF Vancouver May 2008 Presentation

Continual Oscillation Continual Oscillation through Levels of through Levels of Being & KnowingBeing & KnowingSensing the “next appropriate step” on the

journey of cultural maturationMay 5th 2008

Alf [email protected]

416-574-5330

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“Who Are You” – CSI: People and ProcessBefore leaving port, and once the CSI ship is underway, it’s vital to have the crew working together. Continual Service Improvement is about services and processes, but also about the people. Topics in this track are intended for the leadership and implementation-oriented conference attendees alike. Topics will deal with various aspects of organizational change, integral leadership, and the human side of service improvement.

Integral Leadership will go beyond integrating technology, processes, and people, by accounting for human interiority.

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Part 1 – Spiral Dynamic Model– SECI Model– Combining the two models for organizational

learning and development

Part 2 – Using a reiterative spiral of development– A double Helix of co-evolution of technology and

process– CSI within, throughout, and beyond …

Part 3 Questions & Dialogue

Content

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We have maturation models for processes, and engineering, but what models are available to map maturation of people? Beyond Maslow's hierarchy of needs what else is available to us?

Initial (CMM terms)

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Innovate(Optimized)

Virtualize (Managed)

Share (Defined)

Simplify (Repeatable)

Optimization Maturity Model

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4

3

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Eliminate redundancy Improve responsiveness Reduce IT unit cost

Reduce Complexity Stream Line

Increase utilization Increase Return on Assets

Respond dynamically to business events Allocate and manage assets dynamically

Initiate consolidation

(Source) http://www.sei.cmu.edu/cmmi

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Exploring the human factor

Many human models describe types of behavior

Horizontal profile of types of personalities, e.g. – Jungian Myer-Briggs– Enneagrams– Belbin

Spiral Dynamics represents “ways of thinking” that exists as an emergent property in humans.

We will look at aspects of how these human systems learn and make decisions and how that oscillation can inform our CSI journey.

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We will examine the oscillation within these models to appreciate the predictive insights that they might offer a continual improvement program.

Part 1: Oscillation and the CSI Journey

Spiral Dynamic Model– Oscillation between “Express Self” & “Sacrifice

Self” ways of being

SECI Model– Oscillation between Tacit & Explicit knowledge

Combining the two models for organizational learning and development– How different levels make decisions– Learning preferences

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I ControlWe are Safe

I Survive

I Improve

I learn

?????

We are Saved

We Become

We Experience

The Spiral Dynamic model is based on decades of research by Clare W. Graves on the conceptualization of human development and maturation. His research data showed a cyclical maturation that oscillated between an “I” based (express self) to a “we” based (sacrifice self) systems of being. We are not on this spiral, rather it is in all of us as an emergent unfolding of development, as an adaptive response to the challenges of our life conditions.

Courtesy Alf Rock [email protected]@spiraldynamics.intranets.com

A framework of Human Experience

Spiral Dynamics is a trademark of National Values Center http://www.spiraldynamics.com/

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Earthbound Existence/Survival

Problems

First Tier “subsistence” values

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??

“Humans must prepare for a momentous leap….It is not merely a transition to a new level of existence but the start of a new ‘movement’ in the symphony of human history”

Clare Graves

Second Tier “Being” Values

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We are SavedR

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Different situations would express different configurations of these systems. For example people gathered to watch a sporting event (Stanley Cup final, FA cup final, or Super Bowl), would express lower levels on the spiral, while the same types of people …


Life conditions ignite these systems

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I Improve

I learn

We are Saved

We Become

We Experience

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… would engage at a higher levels for a conference or parent school meeting. Being able to differentiate how value systems will operate, is the beginning of the 2nd tier journey.


Life conditions ignite the systems

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Part 1: Oscillation and the CSI Journey


Self” ways of being



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“A spiral emerges when the interaction between tacit and explicit knowledge is elevated dynamically from lower ontological levels to higher ontological levels” Nonaka et al

Source page 498: Handbook of Organizational Learning & Knowledge

Knowledge Creation - oscillates !

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Knowledge Spiral2-Dialogue or

Collective reflection

3-LinkingExplicit

Knowledge

4-Learning by Doing

1-Field of Interaction

SECI model: Takeuchi & Nonaka

Tacit

Ta

cit

Explic

it

Explicit

ExternalizationTacit to Explicit

SocializationTacit to Tacit

InternalizationExplicit to Tacit

CombinationExplicit to Explicit

Creating the “ba” – a Space of emergence

X

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Exercising Learning by doing• Broadly shared • Embodied in action• Actualize concepts into practice• Simulation and experimentation trigger

Systemizing• Connecting• Complex• Systematic • Workable plans• Operationalized• Disseminated• Usability

Dialoguing• Crystallized sharable form• Embody skills• Metaphors, concepts• Analogies to bridge• Models to shape

Originating• Shared experience• High-quality physical• Joint activities• Apprenticeship• Informal meetings• Transcend boundaries

Socialization Externalization

Internalization Combination







Creating the “ba” – a Space of emergence

X

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Part 1


Self” ways



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I Survive

I Improve

I learn

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We are Saved

We Become

We Experience

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These ontological levels can be represented by the Spiral Dynamics model. When we apply the SECI spiral to the Spiral Dynamics levels of being, we see that each level of being learns and develops in its particular way.


The Spiral Dynamic

model uses a set of

colors to label the various

systems of thinking.

How each levels learns & decides

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BEIGE Instinctive/Survivalistic MEME - starting 100,000 years agoBasic theme: Do what you must just to stay alive

• Uses instincts and habits just to survive

• Distinct self is barely awakened or sustained

• Food, water, warmth, sex, and safety have priority

• Forms into survival bands to perpetuate life

• Lives “off the land” much as other animals

Transition Factors to next Level Awareness of distinct self Awakening of cause and effect Concerns with threat and fears Survival requires group effort

Beige survival oriented

learning in Instinctual,

accomplished by varying

the intensity of stimulation.

X

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PURPLE Magical/Animistic MEME - starting 50,000 years agoBasic theme: Keep the spirits happy and the tribe's nest warm and safe

• Obeys the desires of the spirit being and mystical signs

• Shows allegiance to chief, elders, ancestors, and the clan

• Individual subsumed in group

• Preserves sacred objects, places, events, and memories

• Observes rites of passage, seasonal cycles, and tribal customs

Transition Factors to next Level Emergence of dominant ego Self more powerful then group Confronts adversity and danger to control Niches are limited

Decisions are made:

By Ways of the Tribe

Purple learning is stimulated

Classically through modeling, repetition, rhythm,

and storytelling

X

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RED Impulsive/Egocentric MEME - starting 10,000 years agoBasic theme: Be what you are and do what you want, regardless

• The world is a jungle full of threats and predators

• Breaks free from any domination or constraint to please self as self desires

• Stands tall, expects attention, demands respect, and calls the shots

• Enjoys self to the fullest right now without guilt or remorse

• Conquers, out-foxes, and dominates other aggressive characters

Transition Factors to next Level Quest for meaning and purpose Extended time-frame/future Consequential thinking emerges

Decisions are made:

By Laws of the Jungle

Red learning is Conditioned by

hands-on activities

accompanied by immediate,

external reinforcement.

X

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BLUE Purposeful/Authoritarian MEME - starting 5,000 years agoBasic theme: Life has meaning, direction, and purpose with predetermined outcomes

• One sacrifices self to the transcendent Cause, Truth, or righteous Pathway

• The Order enforces a code of conduct based on eternal, absolute principles

• Righteous living produces stability now and guarantees future reward

• Impulsivity is controlled through guilt; everybody has their proper place

• Laws, regulations, and discipline build character and moral fiber

Transition Factors to next Level Aspire to a better life now for self Challenges higher authority to produce tangible results Seeks one best way among many options

Decisions are made:

By the Commandments

of higher Authority

Blue familiar Avoidant ‘book

learning’ is oriented towards content

and facts, …and is reinforced by …

testing … obedience … and

punishment.

X

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ORANGE Achievist/Strategic MEME - starting 300 years agoBasic theme: Act in your own self-interest by playing the game to win

• Change and advancement are inherent within the scheme of things

• Progresses by learning nature's secrets and seeking out best solutions

• Manipulates Earth's resources to create and spread the abundant good life

• Optimistic, risk-taking, and self-reliant people deserve success

• Societies prosper through strategy, technology, and competitiveness

Transition Factors to next LevelDiscover material wealth does not bring happiness or peace Renewed need for community, sharing, and inner life Sensitivity to have, and have-not gaps

Decisions are made:

By the Situational Rules of the Game (the invisible hand)

Orange Expectancy

learning is geared towards real-life

experiences, trial-and-error

experimentation, competitive games, case studies, and

simulation.

X

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GREEN Communitarian/Egalitarian MEME - starting 150 years agoBasic theme: Seek peace within the inner self and explore, with others, the caring dimensions of community

• The human spirit must be freed from greed, dogma, and divisiveness

• Feelings, sensitivity, and caring supersede cold rationality

• Spreads the Earth's resources and opportunities equally among all

• Reaches decisions through reconciliation and consensus processes

• Refreshes spirituality, brings harmony, and enriches human development

Transition Factors to next Level Overwhelmed by economic and emotional cost of caring Confronted by Chaos and Disorder Need for tangible results and functionality “Knowing” moves above feeling

Decisions are made:

By the Relative need of the

Collective towards a Common Good.

Green Observational

learning is stimulated by

reflection, interaction,

involvement, and attention to feelings…

X

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YELLOW Integrative MEME—starting 50 years agoBasic theme: Live fully and responsibly as what you are and learn to become

• Life is a kaleidoscope of natural hierarchies, systems, and forms • The magnificence of existence is valued over material possessions • Flexibility, spontaneity, and functionality have the highest priority • Differences can be integrated into interdependent, natural flows • Understands that chaos and change are natural

Transition Factors to next LevelSenses order within chaosSearch for guiding principlesWhole-earth problems arise as technology connects all Spirituality back with physics

Decisions are made:By Integral Processes

and Flows to align conflicting alternatives

and the personal responsibilities of

being.

Yellow Informational learning is self-paced and tailored towards

the needs and interests of the

particular individual. Rewards are intrinsic rather than extrinsic…

X

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TURQUOISE Holistic MEME—starting 30 years agoBasic theme: Experience the wholeness of existence through mind and spirit

• The world is a single, dynamic organism with its own collective mind • Self is both distinct and a blended part of a larger, compassionate whole • Everything connects to everything else in ecological alignments • Energy and information permeate the Earth's total environment • Holistic, intuitive thinking and cooperative actions are to be expected

Transition Factors to next LevelThe next system will be a new form of expressiveness, extended to the planetary level. Global problems will appear to require unified control, a new way of being to fit a world where collective living has changed the Milieu.

Decisions are made:

By Patterns of the Whole. A sense of

collective individualism to serve the entire living systems.

Turquoise Experiential learning

takes place in a communal network that

is both social and electronic – involving a deeply felt sharing of consciousness and

insight

X

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I Control

I Survive

I Improve

I learn

The knowledge creation system that generate, disseminate, and internalizes knowledge will need to accommodate a spectrum of communications channels that represent different levels of consciousness.

We are Safe

2nd tier ‘full spectrum’

organizational learning will honor the

channels of communications and allow the organization

to internalize and embody its strategic

intent, tactical controls, and

operational power.

We are Saved

A Full Spectrum channel of interaction

We Experience

We Become

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Knowing the dominant cultural system in play, allows for interventions to be designed that stimulates healthy relationships and resonate towards the “Next Appropriate Step”

Spiral Dynamic Model– Getting our bearings on a map is the first orientation. – Stimulating a healthy relationship is the second step

• Resonating with the cultural fabric increases the chances of successful implementation of solutions and services

• Organizational Learning & Development can be designed around specific cultural preferences

– Opening developmental paths for cultural transition will make a space for dealing with the overwhelms caused by complexity.

• Knowing the oscillation in the model provides a predictive quality towards the “next appropriate step”

The CSI journey of a “thousand miles” …..

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I Survive

I Improve

I learn

?????

We are Saved

We Become

We Experience

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Understanding where you are operating within and organization’s cultural centre on gravity, will allow initiatives, interventions, communications, and projects to entrain to the values of the current system, and enrol elements to take the “next appropriate step”.


… begins with “the next appropriate step”

1. Where are we on the map?

2. What do we need to become healthy?

3. What are the developmental steps to transition to the next level of complexity?

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Part 1 – Spiral Dynamic Model– SECI Model– Combining the two models for organizational

learning and development

Part 2 – Using a reiterative spiral of development– A double Helix of co-evolution of technology and

process– CSI within, throughout, and beyond …

Part 3 Questions & Dialogue

Content

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A Practical Sample

The ethos of CSI is shifting from a focus on the Operational domain, to an end-to-end lifecycle.

This focus has also adopted a iterative and proactive approach throughout the lifecycle, from: Strategy; Design; Transition; and Operations.

Integrating the work streams of People, Process, and Technology with an Integral Leadership perspective offers the deepest opportunity for CSI to be embedded in the culture and structure of an organization.

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The Life Cycle in ITIL V3

Service Strategy

Market Intelligence

IT Financial Management

Service Portfolio Mgmt

Demand Management

Service Portfolio Mgmt

Service Catalog Mgmt

Service Level Mgmt

Capacity Mgmt

Availability Mgmt

Service Continuity Mgmt

Information Security Mgmt(ISO 27K, ISO 20K)

Supplier & Contract Mgmt

Change Mgmt

Service Asset & Configuration Mgmt

Knowledge Mgmt & a service knowledge system)

Service Release & Deployment Planning

Performance and Risk Evaluation

Testing

Acquire, Build, Test Release

Service Release, Acceptance, Test & Pilot

Deployment, Decommission and Transfer

Monitoring & Event Mgmt

Incident Mgmt

Request Fulfillment (standard changes)

Problem Mgmt

Access Mgmt

Measurement & Control

Service Measurement

Service Assessment & Analysis

Process Assessment & Analysis

Service Level Management

Improvement PlanningRisk Management

Processes

Functions

Service Desk

Infrastructure Management

Application Management

IT OperationsOrganizational Change &

Communications

Facilities Management

Strategy Design Transition OperationContinual

Improvement

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Past Systems Engineering Model - Waterfall

Problems:– “Big Bang” Approach– Feedback for improvements limited– Limited Risk Management and

Analysis of Alternatives

RequirementsDefinition

PreliminaryDesign

Integrationand Testing

Detailed Design

Code andDebug

Operations &Maintenance

Implementation lifecycle models are changing from a waterfall model …

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Systems Engineering Model – Spiral Model

Rapid Prototyping Iterative Solution Flexible / Adaptive Costs Increase as the

Spiral Expands

Determine Objectives,Alternatives, and

Constraints

Planning

Evaluate Alternatives;Identify and Resolve Risks

Develop and Verify Next Level Product

1st Prototype

2nd Prototype

OperationalPrototype

RiskAnalysis

RiskAnalysis

ConceptPlan for

Requirements

DevelopmentPlan

RiskAnalysis

3rd Prototype

Integration andTest Plan

SimulationsModels

Benchmarks

CommitmentReview

SoftwareRequirements

RequirementsValidation

SoftwareProductDesign

Design Validationand Verification

DetailedDesign

Code

Unit Test

Integration Test

Acceptance Test

Implementationsource: Dinesh Verma, Ph.DStevens Institute of Technology, USAAdapted from Barry Boehm

… to a iterative spiral.

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Implement / Accept / Run

Dep

loy

/ Im

plem

ent

Develop

Strategy

Design

Transition

Operations

Technology& Tools

Process &OrganizationDesign

• Proof of Concept• Cross functional process design

• Prototype in Action• Integrated Business & IT Service Design

Timeline 1

Timeline 2

Timeline 3

Timeline 4

CSI can occur within the life cycle

• User Acceptance• Organizational Workflow

• Organizational Design• Organizational Development

• Organizational Learning• Life Cycle CSI oversight

In the double helix view, CSI allows for a co-evolving perspective between ‘tools & technology’ and the supporting ‘service & human experience’. At each stage of the life cycle development, the technology must externalize it’s perspective, and show what it has to offer. In this way the accompanying processes can be designed and refined to co-evolve with the tools being constructed.

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CSI can occur throughout the life cycle

Rapid Prototyping Iterative Solution Flexible / Adaptive Costs Increase as the Spiral Expands

Determine Objectives,Alternatives, and

Constraints

Agreement

Evaluate Alternatives;Identify and Resolve RisksDetermine Scope Changes

Develop and Verify Next Level in the

Gating Process

Go To Workflow

2nd AS-IS & Interim

Flowcharts

4th Organizational

Structure&

Developmental needs

Risk/ScopeAnalysis

“Biz”

Risk/ScopeAnalysis“Tools”

ConceptValidation

BusinessUnit Sign off

Operational agreementsQA 1

Risk/ScopeAnalysis

“Organization”

3rd Service

Request MatrixCross

FunctionalFlowcharts

Tools integration & testingSign off

Benchmarks

CommitmentReview

RequirementsValidation

Design Validationand Verification

Full Implementation

QA2

Develop Service Level Definition

1st

QA2Agree next reiterations

2nd Cross FunctionalFlowchartsWith Tools

3rd Development

Knowledge Base&

Organizational Structure

X

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Ove

rsig

ht &

Go

ve

rna

nce

SIP

in

to

life

cycle

Kn

ow

led

ge

Ba

se

Pro

vid

e S

PO

CCSI can occur beyond the life cycle

• SPOC 1-800 • Incident Management tool• Operational Procedures Manual

• Knowledge Management tool• CAB & Change Management Tool • Asset Management (discovery)• WS & Server Image Management

• Systems and Service management integration• KPI & Metrics • lifecycle oversight• IT/Business process alignment• SLA drivers• Enterprise CMDB

• Systemic SIP• IT Governance • Integrated disciplinary gating• Business resilience• IT Service Adaptability

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I Control

I Survive

I Improve

I learn

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We Become

We Experience

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Questions & Dialogue … Natural Designs

We are Saved

We are Safe

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Additional Slides

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Barry Boehm’s Spiral Model of Software Development

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Benefits & Adoption Targets

Governance & Planning model for integrated implementation.

Strategy Workshop

Assessment Workshop

Solution Path Workshop

Design Workshop

Planning & Scheduling Workshop

Input on Project Charter

TechnologyImplement

Gate 1 Gate 2 Gate 3/QA1

PeopleStakeholder Identification

Refined Change

Impact and Readiness

Assessment

People Stream Strategies

Detailed Change

Impact and Readiness

Assessment

Implement benefits & adoption activities“As is”

Processes Baseline benefits

“Go to” Processes

with Benefits Identification

“Interim” Processes

Functional Requirements

Input on Project Charter

Proof of Concept

Prototype in ActionProcess

Arch. Map SRM; SLA;

ODD

Simulator optional

QA2

Budget

Procurement Plan for IT

Funding Plan for Charter

Benefits Definitions

Internal and External Funding Plan

Tracking the Spending

FinancialBenefits

Reporting

High Level Change Impact and Readiness

Assessment

Initial Learning Approach

Interim processes

UAT

Proof of Technology

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… and remember the “map is not the territory” Alfred Korzybski Earth @ Night

itSMF Vancouver May 2008 Presentation

Technology

Transcript of itSMF Vancouver May 2008 Presentation