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Introduction to ITSM – Part 2

4 October, 10:00 am - 4:00 pm


Part 2 of our Introduction to ITSM programme takes the form of an online business simulation.

Using SXP’s ‘Run-IT’ digital simulation, this immersive virtual experience brings to life the theory learned during Part 1. Run-IT is a single player, web-based business simulation that allows users to implement ITSM practices to demonstrate their context and value alongside the technologies that enable them in a complex service operations ecosystem. The simulation models the dependency between IT operations and business performance, and provides users with the ability to analyse a range of realistic metrics, reflective of a real business with 50,000 users, and 85,000 tickets across a calendar month.

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

Working in teams, users act as IT Executives investing in a range of IT service management practices and enabling technology strategies to drive business performance. A learning cycle is used to drive continuous improvement, allowing users to iterate and learn over 21 months in simulation time horizon.

The event will be facilitated virtually using video conferencing, with teams working together in breakout rooms. After each 3 months of gameplay, a plenary review will bring out key lessons, with reference to Part 1 theory content.

What will be covered?

The simulation learning path is delivered over 7 levels. Each level focuses on different ITSM practices and technologies, with specific KPI targets that must be achieved to meet business objectives:

Business Imperative Target KPI Level ITSM Practices / Technology
Maximising new revenue streams # Failed Deployments 7 Change, Release
Delivering efficiency savings % Self Help, % Automation 6 Virtual Agent, Automation,
Reducing Service Desk load, boosting employee experience Tickets / User / Month 5 Self Service Portal, Service Catalog, Predictive Intelligence
Improving flow MTTR 4 Knowledge (IT), Event Monitoring
Boosting performance across business Service Availability 3 Configuration
Driving business revenue Critical Service Availability 2 Incident, Problem, Availability, SLM, IT Service Continuity, Capacity
Addressing customer frustrations Impact Per Incident 1 Incident (Priority)

Delivery platform

This online session will be delivered using the Microsoft Teams platform.

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

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.


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

online remote


4 October
10:00 am - 4:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website