ITSM In Action: The Apollo 13 Simulation Workshop

OVERVIEW

“What I hear I forget, what I see I remember, what I do I understand.” – Confucius

ITIL® is the de-facto industry standard for managing the quality of IT services delivered to the business. An increasing number of companies are adopting ITIL to manage mission critical IT. In a March 2006 survey more than 95% of CIOs interviewed stated a commitment to invest in ITIL. However more and more companies are discovering that adopting and deploying ITIL based, or process based working is not so easy. Often the hoped for benefits are not realized and people do not buy-in to the new ways of working.

A recent Forrester report revealed internal resistance to change as the biggest fail factor when adopting ITSM best practices. The Forrester conclusion was:

Business simulations effectively demonstrate to senior management the advantages of process models such as ITIL. The result: an implementation team with a better understanding of the value of the end state of the initiative.

WHAT YOU WILL LEARN

Initially participants will discover how inefficient and risky it is to work to a “best-efforts approach” without pre-planned policies, procedures, process flows, responsibilities and metrics.

As the workshop progresses, rapidly increasing awareness and experience will vividly illustrate the value of establishing a holistic ITSM operation.

The experiential learning environment is a most powerful opportunity to discover the Critical Success Factors and essential requirements of an efficient and effective ITSM operation. No regular classroom-training course delivers/provides such an effective learning experience.

BENEFITS

The real-life ITSM lessons you will learn from Apollo 13 are:

• The importance and impact of defining and documenting ITSM policies, processes and procedures
• The importance of defining clear roles and performance expectations through Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• How Incident, Problem, Change and Configuration Management are truly interdependent
• How productivity, consistency and reliability depend upon tools that must be easy to use and configured appropriately
• The value of automated tools within an IT environment
• No matter how much effort is applied to processes and tools, the relationships between team members and across teams is the most valuable component within an ITSM operation

INSTRUCTOR ACCREDITATION

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team.  Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of IT experience consulting to a variety of organizations worldwide.

WHO SHOULD ATTEND & PREREQUISITES

• IT practitioners at all levels

There are no prerequisites for attending this program. The ITSM In Action: The Apollo 13 Simulation Workshop is useful not only to vividly demonstrate the Critical Success Factors within an ITSM operation, but it also provides a valuable team learning operation. Many organizations use this as a team building initiative in addition to an ITSM program.

EXAM, CERTIFICATIONS & AWARDS

• There is no exam
• You will attain 9 professional development units (PDUs) for Project Managers

Minimum class size is 8 students; maximum class size is 15 students per instructor.

FEE FOR ONSITE TRAINING

To inquire about fees for bringing this course to your location, call us at 1-888-273-PINK. For terms and conditions related to onsite location deliveries, call our Customer Service Center.

FEES FOR PUBLIC COURSES

CAD $625
USD $595

View terms and conditions related to public courses.

Start Date	End Date	City	Country	Price	Add To Cart
Jul-17-12	Jul-17-12	Boston, MA	United States	595.00 USD
Aug-02-12	Aug-02-12	Toronto, ON	Canada	625.00 CAD
Aug-07-12	Aug-07-12	Washington, DC	United States	595.00 USD
Aug-15-12	Aug-15-12	Scottsdale, AZ	United States	595.00 USD