ITSM In Action: Apollo 13

OVERVIEW

This is not a course; rather it is a business simulation – a highly interactive training workshop. It is presented onsite only to a group of selected team members from an organization.

You think you know what a process is…but do you, really?

In this business simulation you will learn what a process really is and how to apply ITIL^® and IT service management (ITSM) processes to a real-life situation by 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. The experiential learning environment offered by this workshop is a most powerful opportunity to discover the critical success factors, as well as the essential requirements of an efficient and effective ITSM operation. No regular classroom training delivers or provides such a powerful team-building experience.

LEARNING OUTCOMES

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

WHO SHOULD ATTEND?

IT practitioners at all levels.

BENEFITS & LOGISTICS

This business simulation has a strict minimum and maximum number of attendees; 8-12 confirmed participants are required.

Confucius said, “I hear and I forget. I see and I remember. I do and I understand”.

It is a recognized fact that business simulations where the major component is learning by doing has numerous advantages. To read more about the specific benefits of experiential learning and the logistics involved with this interactive workshop click here.

PREREQUISITES

There are no prerequisites for attending this workshop.

PDU CREDITS

After completion of this workshop, you may apply for self-directed learning PDUs through PMI. Certificate of attendance is available upon request.

FEES

To bring us onsite to your location to present this interactive training workshop, contact us at info@pinkelephant.com or 1-888-273-PINK.

SPECIAL BUNDLE OFFER

Bring us onsite to present any ITIL course, and purchase this one-day interactive training workshop at the same time and receive a 10% discount off the total. Contact us at info@pinkelephant.com or 1-888-273-PINK.

WE ALSO RECOMMEND

• ITIL 4 Foundation certification course
• ITIL 4 Specialist: Create, Deliver & Support certification course
• ITIL 4 Specialist: Drive Value certification course
• Integrated Service Management Essentials certification course
• Lean IT Foundation: Understanding Lean Principles & Objectives certification course

LIST OF BUSINESS SIMULATIONS AVAILABLE