ITSM In Action: The Apollo 13 Simulation


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

What really is a “process”? Learn how to apply ITIL® and IT Service Management (ITSM) processes to a real life situation using the historical events involved in the “successful failure” story of Apollo 13.

Because of the very hands-on nature of the workshop, participants have to develop, plan, organize and execute specific activities that reinforce key learning points of ITIL concepts and key processes. After rolling out ITIL certification training, some organizations have challenges actually applying the principles, and the experiential learning environment offered by this workshop 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 delivers or provides such a powerful learning experience.


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 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 cross-organizational teams is the most valuable component within an ITSM operation


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 opportunity. Many organizations use this as a team building initiative in addition to seeking to strengthen an ITSM program.


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


To bring us onsite to your location to present this simulation, contact us at or 1-888-273-PINK.