Every complex mission will land on the shores of a human cultural context. Some models can help to orientate that context and increase the chances of success. Using Spiral Dynamics model to understand culture, and Nonaka’s SECI model for knowledge creation, help in that general orientation.

1. Continual Oscillation through Levels of Being & Knowing Sensing the “next appropriate step” on the journey of cultural maturation May 5 th 2008 Alf Rock [email_address] 416-574-5330

2. “ Who Are You” – CSI: People and Process Before 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.

7. I Control We 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_address] [email_address] A framework of Human Experience Spiral Dynamics is a trademark of National Values Center http://www.spiraldynamics.com/

8. Earthbound Existence/Survival Problems First Tier “subsistence” values

9. ?? “ 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

10. I Control We are Safe We are Saved R B O G Y P B T 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 … Courtesy Alf Rock [email_address] [email_address] Life conditions ignite these systems

11. I Control We are Safe I Improve I learn We are Saved We Become We Experience R B O G Y P B T … 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 2 nd tier journey. Courtesy Alf Rock [email_address] [email_address] Life conditions ignite the systems

13. “ 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 !

14. Creating the “ba” – a Space of emergence X Knowledge Spiral 2-Dialogue or Collective reflection 3-Linking Explicit Knowledge 4-Learning by Doing 1-Field of Interaction SECI model: Takeuchi & Nonaka Tacit Tacit Explicit Explicit Externalization Tacit to Explicit Socialization Tacit to Tacit Internalization Explicit to Tacit Combination Explicit to Explicit

17. I Control We are Safe I Survive I Improve I learn ????? We are Saved We Become We Experience R B O G Y P B T 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. Courtesy Alf Rock [email_address] [email_address] The Spiral Dynamic model uses a set of colors to label the various systems of thinking. How each levels learns & decides

26. 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 2 nd 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

31. 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 Planning Risk Management Processes Functions Service Desk Infrastructure Management Application Management IT Operations Organizational Change & Communications Facilities Management Strategy Design Transition Operation Continual Improvement

37. I Control I Survive I Improve I learn ????? We Become We Experience R B O G Y P B T Courtesy Alf Rock [email_address] [email_address] Questions & Dialogue … Natural Designs We are Saved We are Safe

38. Additional Slides

39. Barry Boehm’s Spiral Model of Software Development

40. Governance & Planning model for integrated implementation. Benefits & Adoption Targets Strategy Workshop Assessment Workshop Solution Path Workshop Design Workshop Planning & Scheduling Workshop Input on Project Charter Technology Implement Gate 1 Gate 2 Stakeholder Identification Refined Change Impact and Readiness Assessment People Stream Strategies Detailed Change Impact and Readiness Assessment Implement benefits & adoption activities QA2 High Level Change Impact and Readiness Assessment Initial Learning Approach Interim processes UAT Proof of Technology Gate 3/QA1 People “ As is” Processes Baseline benefits “ Go to” Processes with Benefits Identification “ Interim” Processes Functional Requirements Input on Project Charter Proof of Concept Prototype in Action Process Arch. Map SRM; SLA; ODD Simulator optional Budget Procurement Plan for IT Funding Plan for Charter Benefits Definitions Internal and External Funding Plan Tracking the Spending Financial Benefits Reporting

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