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Online Masterclass – ITSM Simulation

March 17, 1:00 pm - 5:30 pm

The bedrock of any successful digital transformation is the whole-hearted adoption of the right IT service management practices.

But how can you get your whole organisation on board?

The best way to achieve buy-in for a major IT service management (ITSM) modernisation project is to clearly demonstrate the pressing need for change, the benefits of change and how the change will be managed. This can be difficult under the best of circumstances but it’s even harder when teams are spread across the globe, isolated from each other and working in different time zones.

This Virtual Simulation, from Capita Learning Services, brings everyone together in the same online space and lets them experience it for themselves!

What to Expect

This virtual simulation uses experiential scenarios to clearly demonstrates the advantages of following ITSM best practices in a way that non-specialists can understand and appreciate.

Participants face numerous challenges that they must meet while completing set tasks. The simulation measures their performance with metrics including time to resolve, service level agreement breaches, budgets, profit and loss, first-line fixes and customer satisfaction.

By demonstrating the value that cross-team collaboration, proactivity and systems supporting remote working can bring to the business as a whole, the simulation strengthens the argument for integrating service roles into existing teams and removing the barriers to – and implementing technologies that support – effective communication.

Most importantly, the personal experience means that participants will be more engaged and strongly committed to driving ITSM to maturity in their organisation.


How does it work?

The event comprises three rounds with participants taking on the following roles:

• Performance manager
• Service delivery manager
• Technical specialist
• Service desk operator

To get the most out of the simulation, we encourage participants to take on roles they do not normally perform on a day-to-day basis.

Round 01 – Chaos
IT operations and the company’s business units are under pressure from all sides. With no streamlined systems or processes in place, work is disorganised, teams are isolated, communication is poor, and errors pop up frequently. As a result, the business performs poorly.

Round 02 – Making improvements
Participants are introduced to new tools and practices that, if implemented, will address the challenges posed in round one and improve performance:

  • Incident management and prioritisation
  • Change management
  • Service desk management
  • Knowledge management
  • Event management and operational monitoring
  • Problem management
  • Planning and communication
  • Process improvement

Round 03 – Optimised
With the new tools, processes and technologies in place, operations are far smoother and more efficient. The teams are performing better thanks to more effective collaboration and alignment of purpose between IT and the business units.

Because the virtual simulation immerses participants first-hand in the challenges that their teams face, they can immediately appreciate how the optimised ‘best practice’ version demonstrated in round three can be applied to create better outcomes in their own organisation.

Delivery Platform

This online Simulation will be delivered using the Remo platform – you can test your compatibility here.

How much does it cost?

This event is FREE for itSMF UK members.

Not yet a member? You’ll be shown a price of £165 + 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 0118 918 6500 to discuss an on-site running of this event.


March 17
1:00 pm - 5:30 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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