Virtual ITSMBusiness Simulation

Get the IT crowd back together online

Virtual ITSMBusiness Simulation Get the IT crowd back together online

Can you and your team successfully forge a partnership between a global online retail business and its IT services? Can you overcome cultural, process and service management issues to allow the business to thrive? Only by implementing ITIL® concepts of service management can participants become champions of ITSM. Enter into this engaging, interactive online simulation to put your ITIL knowledge into practice.

Choose a online simulation

Serious game simulations place participants inside a realistic, exciting, virtual world and task them with a series of challenges. It is a risk-free environment, a face-to-face learning arena, and an engaging, interactive online classroom where a business or IT concept is brought to life.

The 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 and better, more intuitive technology

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Is it right for your company?

If you’re wondering whether the Virtual ITSM simulation is right for your company, consider these questions:

  • Do your IT and business managers have formal processes and channels through which to communicate and liaise when issues arise?
  • Do your IT departmental teams understand what the IT management understands about the business, and what it takes to keep it running?
  • If you answered yes to both these questions, then you’ll already have workable resolution processes in place, superb interdepartmental communication, and highly satisfied customers. Great job! Your employees won’t need to take part in this simulation.
  • If, however, you are experiencing the stress of managing and working in a dynamic environment, trying to meet the ever-changing demands of the business, whilst simultaneously trying to achieve service targets with increasing budget constraints – this simulation will prove to be a very useful experience.

How does it work?

The 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 hands-on 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.

Simulation rounds:

Round 1 – 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 2 – Improvements 

  • 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 – Optimising 

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.

Contact us to book your simulation

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Eddie Potts

Principal ITSM Consultant + 44 (0) 118 324 0620


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