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Apollo 13 Simulation Game

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.

Download Brochure

Apollo 13 Simulation Game Video Link


Reasons for Considering this training

If, despite investing in ITIL® and other related training, you are still experiencing any of the following:

  • training budget ROI not achieved
  • struggling to translate theory into practice
  • performance has not improved
  • customers are still not happy with your operation and/or processes
  • staff are still not following the processes
  • fragmented service delivery
  • dysfunctional teams

OR you would like to address the following issues: 

  • promote or improve intergroup coordination
  • improve communication between teams
  • learn how to develop/improve processes
  • break down the silo mentality to achieve collaboration

THEN we strongly recommend that you contact us to schedule this course. 


Simulation Game Day Outline

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. 

Introduction to the game

  • Introduction of the functions
  • Introduction of the Apollo 13 events
  • Introduction to the different rounds of the simulation

Round 1: Build and Launch

  • Design Launch Readiness Service
  • Design Maintain and Support Service
  • Design Transition Checklist
  • Prepare Launch

Round 2: Earth Orbit and Lunar Approach – Service Monitoring

  • Transition of Launch Readiness
  • Transition of Maintain and Support
  • Support and provide crew communication and support (Service Desk)
  • Dealing with incidents and finding solutions (Incident and Problem management)
  • Invoking emergency abort procedures as availability of critical systems signals an approaching disaster situation (Availability and Continuity)
  • Achieve mission goals
  • Execute Service Strategy

Round 3: Transearth Coast

  • Continual Service Improvement
  • Design Process / Service improvements
  • Design Change Management
  • Transfer improvements to operations
  • Execute processes
  • Prepare Crew for trajectory behind the Moon

Round 4: Re-entry and Splashdown

  • Continual Service Improvement
  • Design Operational Tasks
  • Transfer improvements to operations
  • Execute processes



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.


Who Should Attend

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.

Download Brochure 

Have more questions or want information on pricing contact HDAA on 1300 130 447 or email.

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