Race to results Service Management Simulation (ITIL V3 based)
Course number HF415S
Delivery method
Onsite dedicated training (OST)
Special notes
This simulation has been updated to reflect ITIL V3 concepts. The original simulation is still available as course U8623X.
Course overview
Set in the context of the “high octane” world of motor racing, the simulation is a 1-day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.
Prerequisites
IT experience would be helpful but not required
Audience
- Senior IT Managers wishing to review Service Management within their own organizations
- Team Leaders and Process Owners, who need to understand the big picture of SM and their part in it
- IT professionals who need to understand SM at a high level; and
- Business and project managers who need to understand how SM can support improved business performance
Course objectives
The objective of the simulation is to give a practical overview of SM and all its key components and to give participants the opportunity to experience how their application can dramatically improve business performance.
Next steps
ITIL V3 Foundation for IT Service Management (HF421S)
Benefits to you
- Identify concepts and fundamentals within the ITIL lifecycle and processes involved in Service Management
- Learn and understand all the basic components that make up SM in a shorter time via a fun and interactive approach
- Experience the meaning of “the alignment of IT with the business” and see what can be achieved in business terms through the effective implementation of SM
Course outline
Introduction to simulation
- Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL V3 in a practical environment. In general terms, issues and subjects emerge
Round 1
- Communication issues
- Silo working
Service Operation
- Incident Management
- Service Desk
Round 2
Service Strategy
- Service Portfolio Management
- Financial Management
Service Design
- Service Level Management
- Capacity Management
Service Transition
- Change Management
- Knowledge Management
Service Operation
- Further consideration to Incident Management, confirming prioritization levels
- Problem Management
- Event Management
Round 3
Service Strategy
- Service Portfolio Management maturing
- Financial Management maturing
Service Design
- Service Catalog Management
- IT Service Continuity Management
- Availability Management
- Service Level Management maturing
- Capacity Management maturing
Service Transition
- Change Management maturing
- Knowledge Management maturing
- Configuration Management
- Release and Deployment Management
Service Operation
- Incident Management Process & Service Desk Function mature
- Problem Management maturing
- Event Management maturing
Continual Service Improvement
- Service Level Management
Round 4
Service Strategy
- Service Catalog Management mature
- Financial Management Mature
Service Design
- Service Catalog Management mature
- IT Service Continuity Management mature
- Availability Management mature
- Service Level Management mature
- Capacity Management mature
Service Transition
- Change Management mature
- Knowledge Management mature
- Configuration Management mature
- Release and Deployment Management mature
Service Operation
- Incident Management Process & Service Desk Function mature
- Problem Management mature
- Event Management mature
Continual Service Improvement
- Service Level Management mature
Round 5
- Review performance improvement over the 5 rounds, ITIL review, demonstrate link and reliance of processes on each other
- Review how SM maturity has evolved and relate it to participant organization
- Upis u radnu knjižicu: ne
- Certifikat: ne
- Uvjerenje: ne
- In-house: ne
- Svjedodžba: ne
- Diploma: ne