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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
The increasing importance of IT for all organisations means that ITSM (IT Service Management) is fast 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, and, 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 convert the ITSM knowledge into results.
If you can relate to this then read on …
“Apollo 13 Simulation Game– an ITSM Case Experience” (designed by GamingWorks and delivered in Collaboration with E2E ITSM Consulting Pty. Ltd.) is one of the most dynamic and interactive courses on offer that enables learning by doing. It is based around NASA’s near-disaster which occurred on 13th April 1970 approximately 200,000 miles from Earth. In a simulation game, with predefined mission objectives, paper-based assets and other instructions, participants build, launch and support the Apollo 13 rocket until its return to Earth. The game is a fun-filled and practical approach to designing, testing and implementing ITSM processes. Over the course of the simulation, participants experience the full-service lifecycle from Service Strategy to Service Design, Service Transition, Service Operation and Continual Service Improvement (CSI).
Participants will create processes to assist them to effectively and efficiently support the successful operation of the mission. As in real life, things don’t always go according to plan, and changes must be implemented and adjustments applied. Throughout the simulation, mission critical success factors and KPIs are monitored, measured and service and process improvement initiatives are created and implemented.
The simulation requires intense intergroup coordination as each group is responsible for a piece of the puzzle, and failure is not an option in this real-life scenario. Participants have the opportunity, in a safe environment, to practice and learn from their mistakes.
Under the coaching of the facilitator, personnel from different departments/divisions or from different organisations are brought together to work as one team. Reversing the participants roles during the game, helps each participant and/or team establish a better understanding of the constraints, pressures or requirements the other roles experience or have on a daily basis. This in turn results in the improvement of soft skills such as teamwork, intergroup coordination, communications and most importantly, showing participants how to work together to deliver seamless end to end services to customers and users.
Presently this training is offered via public on-site delivery. For more information, or to request pricing, please phone 1300 130 447 or send us an email.
If, despite investing in ITIL® and other related training, you are still experiencing any of the following:
OR you would like to address the following issues:
THEN we strongly recommend that you contact us to schedule this course.
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 continual improvement practices in order to ensure mission success. Across 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.
This 1-day course is facilitated by an accredited trainer who is also an ITIL® Expert.
It can be delivered as a stand-alone service offering or combined with other ITSM training (either as part of the training or following the training), to transform ITSM theory into practice.
The simulation can be adapted for non-IT service management organisations. Objectives will be agreed upon prior to delivery.
Presently this training is offered via on-site delivery only. For more information, or to request pricing, please phone 1300 130 447 or send us an email.
The Apollo 13 Simulation Game is aimed at those new to ITSM as well as practitioners. Directors, Service Delivery Managers, Service Owners, Process Managers, Team Leaders, Technical and Support Professionals, and others involved in, or interested in, service management, will benefit from the workshop.
The structure is ideal for organisations wanting to promote communication, cooperation and collaboration between teams with common objectives. The simulation game will highlight the dangers inherent in silos and the importance of a unified approach to problem-solving.
Have more questions or want information on pricing contact HDAA on 1300 130 447 or email.
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HDAA - Energising the Service & Support Profession
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