Accelerate understanding and acceptance of ITIL Service Management concepts by participating in a high-impact, interactive PoleStar simulation. In this one-day power session, you'll use gaming dynamics to mirror the real-world interaction between IT and the business, from both a strategic and operational perspective. You will directly relate to, and often have experience in, the realistic, exhilarating scenarios presented as you progress through five levels of the game.
The simulation structure is designed to reflect the entire Service Management Lifecycle as defined by ITIL, and it also allows participation in Service Transition phases and Continual Service Improvements.
What You'll Learn
This simulation brings to life the Service Management and process issues faced by organizations, and then encourages the formation of a strategic partnership between IT and the business. You'll progress through different levels that reflect the ITIL Service Management Lifecycle, increasing in operational maturity each time.
Between rounds you will pass through defined Service Transition phases where you plan for strategic and operational Continuous Service Improvements. By the end of day, you will have a much better understanding of how ITIL works in an organization and the benefits its implementation can bring.
Who Needs to Attend
Those who want to understand and benefit from implementing ITIL in their organization
Prerequisites
No prerequisites are required for this simulation course.
Follow-On Courses
ITIL® Awareness
ITIL® for Executives
ITIL® Foundation
Course Outline
Round 1
Working in silos (IT and the Business)
Communication issues and chaos
Introducing the Service Desk and Incident Management
Round 2
Refining and improving Incident Management
Introducing Problem Management, Knowledge Management, and Trend Analysis
Introducing Availability and Capacity Management
Introducing Configuration Management, Change Management, and Service Level Management
Business Relationship Management
Round 3
Maturing the Service Desk and Incident Management
Maturing Problem Management and Knowledge base
The importance of Change and Release Management
Service Continuity Management and Event Management
Supplier Management and Information Security Management
Round 4
Introducing Financial Management
Maturing Configuration Management
Round 5
Demonstrate importance of processes and their relationships
Review how ITSM maturity has evolved and the benefits to the business