Introduction to ITSM – Part 2

Part 2 of our Introduction to ITSM programme takes the form of an in-person business simulation.

This interactive event, created by GamingWorks, provides an opportunity for the theory learned during Part 1 to be applied in a realistic educational and fun environment. Delegates can experiment and experience the effect of applying the theory – allowing them to learn from choices that are made because the effect is immediately visible. Step by step the team will apply basic ITSM processes and will learn how to deal with different business and IT situations.

Taking on both business and IT roles, delegates are faced with a realistic workload, changed plans, new priorities and security requirements, and much more input that puts pressure on the group. Working as a team, the challenge is to solve the issues using the available knowledge and skills.

Target audience

This introduction to ITSM programme is aimed at:

• apprentices and graduates aiming to work in ITSM
• those changing roles and moving into ITSM from another area of the business
• those looking for a general grounding in the essentials of ITSM.

Please note: Attendance of the Introduction to ITSM Part 1 event is a mandatory pre-requisite.

About this simulation

In this simulation delegates will act as teams within the CarGO organisation. CarGO is a company that specialises in the transport of cars all over the world. They plan the transport of ships of their contractor who owns boats and make the capacity available. CarGO has 3 types of customers: car factories, car dealers and private customers.

CarGO has current sales of $100,000 per round and a customer satisfaction rating of 5 out of 10. They face serious issues which must be solved:

1. Too many unsolved incidents
2. Too much workload on the IT service desk
3. Solving time is too long
4. Too slow implementing new services

As a result, CarGO is missing sales opportunities and customer are unhappy about the services.

What will be covered?

Round 1 – Getting to know CarGO

In round 1, the team will experience the first challenges within the CarGO organisation. They will experience the current way of working, learn the business dynamics and the processes within the IT department. Also, they learn how to collaborate with the vendors that deliver part of the services.

At the end of the first round, the team will perform a Maturity Check to identify the current level of maturity and explore the service improvement opportunities.

Round 2 – Improving operational processes

In this second round, we are going to focus on the operational processes. We discuss improvement opportunities to improve the service desk, incident and problem management. We also work on reducing the workload and optimising the flow of work using service automation solutions.

At the end of this round, we complete a Maturity Check again to see if we made progress and if we can define new improvement opportunities.

Round 3 – Focus on tactical and strategic processes

Now it’s time to move our processes to a more tactical level. We will implement service design processes in order to design and implement some new processes. For this we will perform availability, capacity and security management activities. We also optimise the agreements with our two vendors and implement the security measures to avoid future outages.

After the final Maturity Check, we are ready for our last round.

Round 4 – Experiencing a high performing team

After making some final adjustments, we can now experience how all improvements and our new way of working developed this high performing team. Processes will be more efficient, monitoring and reporting more accurate and we have solved our main IT service management problems.

How much does it cost?

Places are available to itSMF UK members for £99.00 + VAT.

Not yet a member? You’ll be shown a price of £264 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.

REGISTER NOW!

Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.

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