A large IT company wants its processes properly governed. Ask management why, and they'll tell you it's about keeping critical activities under control. Ask a customer, and they'll tell you it's about getting a consistent service. It’s the same system, with two entirely legitimate purposes, and neither one is wrong.
Building on CSH1, this core module takes you through all four Critical Systems Heuristics (CSH) boundary categories — the sources of motivation, control, knowledge, and legitimacy — in full, using a case of process governance in a large ICT company as a worked example throughout.
You'll learn to:
- Work through CSH's structured 12-question framework in order, building a defensible reference model for all four sources of motivation, control, knowledge, and legitimacy, from multiple, equally valid perspectives, regardless of where any stakeholder sits in the situation,
- Practice separating "as-is" feedback from "ought-to-be" feedback — a distinction people routinely blur — and use the gap between them to guide what needs to change,
- Distinguish the perspective of those who own, run, and manage a system from the perspective of those affected by it,
- Apply the framework to a worked example, then to your own case study material, in a mix of guided learning and hands-on workshop exercises.
Completing this module is the prerequisite for the advanced module, CSH6.
1h 57m video plus exercises, originally one and a half 6-hour days. £300 pre-recorded. Trainer: Tony Korycki.
Trainer
The training is presented by Tony Korycki, a practitioner in systems thinking, alongside methods for business improvement, process management and architecture, organisational design, quality, benefits management and operational measurement.
Tony has a Postgraduate Diploma in Systems Thinking in Practice, and has worked with professional practitioner and knowledge sharing groups for many years, in several spheres.
He is supporting author, with Patrick Hoverstadt, of the Steve Hales book ‘Reframing ITIL’; applying systems thinking to service management of Information & Communications Technology.