This simulation provides a unique interactive service management simulation designed to engage service managers and reinforce best-practice in an exciting environment. The simulation helps to reinforce the message that all areas of the business need to work together to ensure success and allows participants to understand that best practice frameworks like ITIL® can have a positive impact and may be worth supporting.
In the high-energy, stimulating event, service managers take on a variety of roles within an organisation to face a combination of real-world technology issues. By improving best practice and encouraging effective communication, delegates learn to align IT with the needs of the business, establish a common language and track revenue changes based on their decisions.
The simulation can be tailored to your company's needs, providing:
- Fun, motivating and highly interactive days / half-days with real 'wow-factor'
- Standalone refresher days or sessions integrated into other events and courses
- An extension to QA's other service management courses providing effective and memorable learning
- Team building experience - breaking down the isolated working practices of individual service managers to develop a strong project management community
- A refresh of best practice that may be new to people or may be being used poorly by others
- Learning experiences for all levels, from trainee to experienced manager
- Immediate visibility of the organisational impact of the decisions you make
This simulation is ideal for all staff in an organisation particularly business interfaces, team leaders, process owners and IT professionals involved in providing a service to their organisation. As this is simulation encourages teamwork, this is the perfect event for teams within organisations who are involved in IT Service provision or who need to gain better alignment to improve their service delivery.
Also suitable to provide an overview for customers who are, or are interested in, implementing IT Service Management best practices within their organisation.
There are no prerequisites for this course. Knowledge of ITIL can range from an introductory level to that of an experienced ITIL Service Manager.
On completion of the training, delegates will be:
- Able to significantly improve their understanding of Business/IT integration
- Able to discover the effectiveness of employing industry Best Practice
- Confident about embarking on a service improvement programme
- Able to apply ITIL processes to real IT Service Management situations in their organisation
This exciting, engaging and fully experiential activity directly addresses the fundamental people, processes and technology challenges that businesses face today.
Through the use of this Simulation, attendees will gain an improved understanding of the different roles and processes that allow IT services to support the needs of the business. By including extensive debriefing and planning sessions throughout the simulation, attendees can collaborate and improve the processes.
The event encourages participation by providing first-hand practical experience of the process maturity needed to build integrated Service Management processes including incident, problem, change, configuration and service level management. Participants find out about the pressure involved in delivering a high availability service, and are able to apply ITIL principles, as the simulation progresses, in order to improve collective corporate performance. The highly interactive content provides powerful reinforcement of valuable lessons. The knowledge gained stays with participants as they drive and lead the activities their organisation needs to successfully implement ITSM as a best practice, quickly, and without reliance on high cost implementations. The underlying theme of fun and learning reinforces the key best practice concepts, in a way that not only is memorable, but also that leads to an understanding of, and buy-in to, the whole idea and purpose of IT Service Management.
The simulation creates four retail organisations, with each company having a number of on-line and in-store transactions that must be completed successfully in order to generate revenue. Each transaction requires a number of key business applications, and is heavily reliant on the underlying IT infrastructure. The objective of the simulation is to process business transactions within a fixed period of time (25 minutes per round), generating revenue for the operating company. A payment is received for each transaction, either on-line or in-store, that is processed on time. If a transaction is late, then no payment is received. Successful transactions rely heavily on a fully operational IT infrastructure.
ITIL® is a registered trademark of the Cabinet Office.
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