Introduction

"Apollo 13 – an ITSM case experience™" is a business simulation. A business simulation is an interactive workshop in which teams of people work on challenging issues within a simulated environment. In a simulation each participant will play a role and has specific tasks, responsibilities and authority.

Business Simulation Duration: 1 Day

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

Do you recognize these challenges in ITSM?

  • We are operating in silos
  • Not getting hoped for value
  • Struggling to translate theory into practice.

Why is this?

A great deal of ITSM training is focused on ‘Training to pass the exam’, and not on ‘how to practically apply the theory’ in day-to-day work.
Adopting best practices represents an ‘organizational change’. There is often too little attention to the ‘ABC’ (Attitude, Behavior, Culture), the need to ‘create buy-in’, ‘overcome resistance’ and ‘empower people to change’.

Many organizations see ITSM improvements as ‘Implementation projects’ and fail to embed CSI (Continual Service Improvement) as a core capability within the culture of the organization.

Still too many IT organizations are internally focused, failing to adequately focus on the Customer and the Business Value that these best practices must deliver.

This business simulation helps address these reasons we struggle to practically adopt and apply ITSM best practices.

Outline

Fifty-five hours and fifty-five minutes into the mission. On board Apollo 13 the astronauts suddenly hear a loud ‘bang’. The bang is the explosion of the liquid oxygen tank #2 in the Service Module, providing vital oxygen used by the fuel cells that are Apollo’s primary power source. The backup battery-powered electric supply in the Command and Service Module (CSM) has a lifetime of up to ten hours. Unfortunately, Apollo 13 and the astronauts are 87 hours from home. Their spacecraft is slowly dying. They have a serious problem, unless you and the ground support staff start working as a team to solve this problem. But remember, time is running out. Fast. Welcome to the ‘Apollo 13 – an ITSM case experience™’ simulation game.

The ‘Apollo 13 – an ITSM case experience™’ simulation game is an intense, one-day training in which ITIL V3 concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You will work in a team, playing the roles of the Mission Control Center in Houston. Your mission: bring the crippled spacecraft and its crew safely home. By doing so, you and your colleagues will learn and experience all the benefits of ITIL best practice solutions.

Objectives
  • Learn how to use ITIL to create IT Service management capabilities that are a strategic asset
  • Learn how good IT Service management capabilities enable you to manage cost and risk and at the same time deliver business value
  • Learn how to translate business demands into service solutions and demonstrate measurable results
  • Learn how to use a Continual Improvement approach for identifying and removing risks and weaknesses and for realizing performance improvements
  • Learn how integrated People, Process, Products and Partners enable you to deliver value
  • Learn how good management tooling will help manage & control the workflow more effectively and efficiently and support knowledge capture and sharing
  • Understand the interdependency of processes
  • Learn how to co-operate and how to improve working processes by designing and implementing as a team
  • Learn the importance of clearly defined, agreed, understood and embedded tasks, roles, responsibility and accountability
  • Gain insight into possible improvements in your own working environment.
Audience
  • ICT employees, ICT managers, process managers, team managers, and others who need to improve their working processes
  • Employees requiring (more) ITIL knowledge or experience
  • Employees who have followed the ITIL Foundation course and want to experience the ITIL processes in practice
  • Employees responsible for applying best practices or improving their own processes and procedures
  • Managers and employees wanting to see, feel and experience the benefits of process based ways of working.
Certification & Exam Info

No prior knowledge of ITSM is required. Participants with service management experiences can benefit more from the simulation.

Prerequisites

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