Apollo 13 – an ITSM case experience™

Duration: 4-8 Hours
Participants: 8-12
Target audience: Service Managers, Service Delivery Managers, Business process managers,
IT Process managers, IT Service Management professionals

Additional Options

Benefits

  • Learning by doing (procedures, processes and services)
  • Stimulate creativity in an imaginary environment
  • Ensure that theoretical knowledge is properly understood
  • Have fun J

Delivery Options

  • Teambuilding event
  • Process/Service Knowledge Building and Improvement
  • Provide Management Feedback (Assessment)

Many IT organizations are struggling to deliver quality services. Despite the massive investment in training, ITSM improvement initiatives are failing to deliver the hoped for value. The services are too unpredictable, unrepeatable, expensive and pose unacceptable business risks.

The IT organization is still not Customer or Service focused. This simulation will help translate ITSM theory into practice, create buy-in and capture concrete improvement actions, helping to realize a customer-focused culture and improve service quality.

You are the Mission Control Center of NASA. Your aim is to support the Crew during the Mission. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success. In four rounds, you will be challenged with events, problems, issues, changes and increasing business demand. You must apply the ITSM best practices in order to become successful. You will guide the crew through the launch, journey to and from the moon, to a safe return and splashdown—at the same time realizing the strategic goals for the mission.

 

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