IT Service Management Training Simulations

Business IT Alignment Simulation

Increase the performance of your business through the creation of a high-performing IT department.

This simulation is based on research by Jerry N. Luftman, published in Competing in the Information Age: Align in the Sand, and is designed for participants who have responsibility for running either IT or Business departments and who need to effectively align IT and business decision making. This business simulation will help business and IT staff increase their awareness of the need to become more fully aligned and to collaborate to achieve business objectives. During the simulation, Business and IT staff will need to engage and work together to make decisions aimed at realizing business value while at the same time managing business risks associated with the deployment and use of limited IT resources.

Key Learning Objectives

This business simulation will focus on how to deploy people, process, product, and partner capabilities to create a high performing IT department and reflects the challenges facing many IT organizations including:

• How to deliver agreed upon IT Services with limited resources (Budget and Staff).
• How to minimize your IT costs by optimizing people, processes, and supporting technology.
• How to use your suppliers effectively.
• How to prioritize IT investments and workload, in terms of Maintenance & Support and Innovation & Development.
• How to translate business requirements into the required IT Services.
• How to plan and prioritize application development activities, projects, and future changes on the change calendar.
• How to minimize potential business risks and threats to continuity caused by poor availability, capacity, and security of the IT services.
• How to realize and demonstrate business value.

Learn in a dynamic, interactive environment

Apollo 13: An ITSM Case Experience

This simulation is an intensive and interactive business simulation workshop. During this workshop participants will see, feel and experience the benefits of applying best practices on organizational performance. Real life situations taken from the Apollo 13 mission are simulated and participants will have to develop, agree and apply their own practices, work effectively as a team, and make decisions in order to meet their service level targets and bring the astronauts back safely. During the workshop the team will be required to design their working processes, apply those during the simulation, reflect and debrief between rounds, and identify and implement process improvements.

Key Learning Objectives

Click to play —Video opens in new window Apollo simulation video courtesy of Gamingworks

• How to design, implement, monitor, and improve ITSM processes.
• How to evaluate and continuously improve processes.
• How to improve communication to accelerate problem solving and root cause analysis.
• How to effectively monitoring, controlling, and reporting key indicators through the use of KPIs and dashboards.
• The importance of defining process roles and responsibilities.
• The value of Service Level Agreements and how they are used in implementing and improving processes (Service Improvement Plans).
• How to manage process chains from customers to suppliers to achieve intended results.

Both simulations can be delivered with an emphasis on processes improvement, communication, teamwork, decision making and problem solving. If ITIL is an important learning objective, teams can apply ITIL best practices to design and develop their processes and our instructors can emphasize ITIL principles and processes during the simulation. To get more information regarding delivering an ITSM Training Simulation to your organization, contact us.

ITIL Certification Training delivered in conjunction with our training partner: AmerIT Learning.