itSMFI 2016 Forum Focus - December Forum Focus ITSMFIV3 | Page 6

The Integral Service Management Model by Dolf J.H. van der Haven NOTE: this article is part of the book “Service Management in Human Perspective”, to be published by IT Governance Publishing in 2017 Introduction ISO/IEC 20000, ITIL and IT Service Management in general are in the letter mostly process and organisation-oriented. What misses in these approaches, but are important factors in the implementation of any ITSM framework, are perspectives on the influence of organisational culture and communication as well as the individual’s attitude, motivation, emotional state and behaviour on a successful ITSM implementation. These aspects can be added to ITSM by integrating them into the model used in Integral Psychology. Integral Psychology bases itself on a model that states there are four basic perspectives on any phenomenon in the world that should all be taken to get a complete view of it. After explaining this model, the application thereof to ITSM will be developed. Ken Wilber’s Integral Model comes down to splitting up phenomena in the world into four aspects, based on whether you talk about an individual person (the upper half of Figure 1), the group that person belongs to (the lower half) or whether you look at things from an internal perspective (the left hand side of Figure 1) or from an external one (the right hand side). This results in four so-called Quadrants, depicted as follows: Figure 1. The Integral Model and the place of ITSM in it (after Ken Wilber). 1. The first quadrant on the upper left contains internal individual aspects such as knowledge, emotions, morality, etc. 6 itSMFI Forum Focus—December 2016 2. The second quadrant on the upper right contains external individual aspects such as the physical body, health and behaviour. 3. The third quadrant on the lower left contains internal aspects of the group (a company, society, etc.), such as communication and culture. 4. The fourth quadrant looks at the group from the outside, involving things like organisation, politics and pro- cesses. In each of the quadrants, there are possibilities for growth or development in various aspects, indicated by the concentric circles in the picture. The further away from the centre, the further developed an aspect is. The arrows in Figure 1 show various aspects in their quadrants: longer arrows indicate a higher level of development for that aspect.