Virtual ITSM Simulation

transformation is the whole-hearted adoption

of the right IT service management practices

Let them experience it for themselves

Capita’s role-based virtual simulation workshop lets

managers experience first-hand the challenges that their

teams face when they work in silos. Being put through

the same paces as their employees – such as working

in isolation or struggling to deliver value to the business

and to customers because of (for example) the growth of

siloes within the organisation, a lack of communication and

collaboration, a flawed understanding of the overall process

or one’s own position within it – can be a revelation to those

higher up the chain of command.

Having shed light on these challenges, our simulation

then takes participants through a cycle of continuous

improvement. At each stage it allows them to experience

the advantages of new ways of working, demonstrating

rapid improvements such as:

• More effective collaboration and communication
• Up-to-date ITSM practices
• More efficient processes
• Better, more intuitive technology

As they will see, all of this contributes

to improved overall performance.

How does it work?

Our 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.

It comprises three rounds, run over a five-hour session.

The 10-20 participants take on the following roles:

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

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 experiencing the challenges that people in these

roles typically face, participants gain a more handson

understanding of the processes and behaviours

needed for implementing successful, modern ITSM. 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.

But how can you get your

whole organisation on board?

Persuading decision-makers and those who control the purse

strings that transformation is needed can be challenging.

People need to understand change if they’re going to lead it.

The best way to achieve management’s 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.

The Virtual Simulation brings everyone together in the same

online space.

Who Should Attend
Anyone working in IT Services. This is also useful for other business colleagues to enable them to understand how good business processes applied to the IT organization can make a real difference to the bottom line.

Simulation Objectives
This highly-interactive simulation is a high-impact, energetic way to accelerate understanding and acceptance of Service Management concepts such as ITIL®.

On completion of PoleStar participants will:

• Have significantly improved their understanding of Business/IT Alignment
  Be able to discover the effectiveness of employing industry best practices such as ITIL®.
• Be able to apply ITIL processes to real IT Service Management situations in their organisations.
• Understand how implementing best practice Service Management processes affects both above, and below the line activities.
• Understand the strategic benefits adopting Service Management will have on business performance.
• Understand how the actions they take in the IT department can impact the profitability of the company.

Polestar ITSM can be comfortably used within all levels of an organisation and, by the end of the day, the delegate will have gained a detailed understanding of exactly how ITIL can work for the IT department – and, importantly, the business.

Simulation Content
Facilitated in the fast world of global on-line retail, Polestar ITSM brings to life the service management, cultural and process issues faced by organisations and encourages strategic partnership between IT and the business. This is done through a realistic, exhilarating scenario which participants can directly relate to, and have actual experience of.

Typically delivered over 5 rounds, the Polestar simulation uses gaming dynamics to mirror the real world interaction between IT and the business, from both a strategic and operational perspective. The simulation structure is designed to reflect the entire service management lifecycle as defined by ITIL V3. Participants progress through the rounds, increasing operational maturity and gaining a holistic understanding of quality service management as they go.

In addition, the simulation experience continues between rounds through defined service transition phases which require the participants engagement in planning for strategic and operational continual service improvements.

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, Change and Service Level Management
• Business Relationship Management

Round 3

• Maturing the Service Desk and Incident Management
• Maturing Problem Management and the Knowledge Base
• The importance of Change and Release Management
• Service Continuity and Event Management
• Supplier 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