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

Target Audience

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.

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There are no prerequisites for this course. Knowledge of ITIL can range from an introductory level to that of an experienced ITIL Service Manager.

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Learning Outcomes

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
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Course Outline

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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Why choose QA

Frequently asked questions

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How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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