ITIL Service Management in Action Course

This business simulation course provides delegates with practical experience of aligning business and technology processes. During a lively and energetic day, teams of delegates ’manage their own business’ and experience for themselves how improved processes result in improved business profitability

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This course is aimed at all levels and functions within an IT services operation. It is also of value for business staff whose roles depends on and interfaces with the IT services team.

Topics covered on the 1 day ITIL Service Management in Action course

Introduction to IT Service Management (ITSM) and ITIL®v3.

This provides delegates with a basic appreciation of the aim of IT Service Management and explains the 3 elements of ITSM - people, process and technology. A brief overview of the processes will be given during this session

Service Management Game

• The remainder of the day is dedicated to playing 5 rounds of a specially designed Service Management game:
• The objective of the game is for the business, a port authority, to generate as much revenue as possible. By maximizing the availability of the port infrastructure and minimizing the impact of incidents, delegates learn hands-on how process improvements lead to increased business profitability

There are numerous roles involved in providing the business and technical support to drive the business. The game includes a large game board where the docking and unloading of ships takes place and a full size display screen showing the ship movements, financial situation, availability levels and incidents.

Following each round an experienced facilitator will help translate experiences and lessons learnt into process improvements to increase business profitability in subsequent rounds.

At the end of the day there will be an open discussion on the overall lessons learnt and how they relate to the client’s current mode of operation

SMIA can be customised to begin and/or finish with a positioning session delivered by a senior sponsoring manager. Lessons learnt during the day can be related to the client’s environment and challenges and suggestions on the way forward provided.