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 continuous improvement practices in order to ensure mission success. In 4 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 realising the strategic goals for the mission.
With the growing importance of IT to all organisations, ITSM is becoming a strategic capability. Many organisations have adopted and invested heavily in ITSM best practice frameworks such as ITIL. Many are struggling and are not achieving the hoped-for value, worse still their lack of ITSM capabilities are presenting a risk to their business. Despite the massive investments in ITSM training and certification we still struggle to translate the theory into practice and translate the ITSM knowledge into results.
The number one reason for ITSM initiatives failing is ABC (Attitude, Behavior, Culture). There is too little attention paid when dealing with creating buy-in, overcoming resistance and empowering people to change within an organisation. Many organisations see ITSM improvements as ‘Implementation projects’ and fail to embed CSI (Continual Service Improvement) as a core capability within the culture of the organisation. IT is too internally focused. We forget to focus on the Customer and the Business. There is too little focus on aligning processes to business needs and too little ability to measure and demonstrate the value.
The learning objectives are dependent upon what your organisation is trying to achieve, where you are on your ITSM journey and the problems and issues you are trying to solve. These are some of the objectives achieved during this training: