Duration
1 day (8 Hours)
Simulation Description
The ‘Apollo 13 – an ITSM case experience™’ simulation game is an intense, oneday training in which ITIL concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You will work in a team, playing the roles of the Mission Control Center in Houston. Your mission: bring the crippled spacecraft and its crew safely home.
During this exercise the team will learn how to apply ITIL theory, experience the fail and success factors of an ITIL implementation program. You will also experience the ITIL processes and activities in order to better understand the ITIL principles.
Scenario
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. In four 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 realizing the strategic goals for the mission.
Audience
- IT Support employees
- IT teams
- ITIL process managers
Learning Objectives
The learning objectives are dependent upon what your organization is trying to achieve, where you are on your ITSM journey and the problems and issues you are trying to solve. You will have demonstrated your understanding of:
- How to apply ITIL theoryHow design processes, implement, execute and improve them
- The Service Life Cycle
- Fail and success factors when ITIL principles are implemented in their own organisation
- Better understand the ITIL theory
- The meaning of People’s behaviors in successfully deliver IT services
Benefits of Taking This Simulation
- Improve your ITSM performance
- Increase Customer and Service Focus
- Get more out your ITSM/ITIL training
- Learn how improve Processes to realize demonstrated value and reduce business risk
“This Apollo 13 simulation gave my team a clear focus on how to align the IT services to the Business, we had fun, we saved the Crew and we took at least 5 lessons learned back to the office!”
A happy student
Prerequisites
There is no specific need for ITIL knowledge in order to participate this simulation. However if the objectives are about implementation programs, peoples behaviors. It’s good to have some ITIL understanding.
Follow-on Courses
- ITIL Foundation
Course Materials
The training organization will bring the required equipment and materials for playing the simulation.
Agenda
The business simulation is typically played as a 1day simulation, and there are 4 rounds to the simulation depending on the learning objectives.
Program Outline
The business simulation is typically played as a 1day simulation, and there are 4 rounds to the simulation depending on the learning objectives.
09:00 – 09:30
Introduction
Welcome
Individual introductions and learning objectives.
Explanation of the Apollo 13 case.
Explanation of the game.
09:30 – 10:30
Round 1 – Build and Launch
Building the rocket and design Process
10:30 – 10:45
Break
10:45 – 12:30
Round 2 – Earth orbit & Lunar approach
Preparation for the first Mission control round.
Transition the processes to support the mission.
Incident management, Problem management and service desk are the primary processes in this round.
12:30 – 13:30
Lunch
13:30 – 15:15
Round 3 – Transearth coast
Improve round 2 processes and implement change management.
15:15 – 15:30
Break
15:30 – 16:30
Round 4 – Reentry and
Splash down
Playing the final flight round.
Teamwork is essential.
All processes are important
Incident Management, change management and operations
16:30
Closure
Lessons learned and actions
Simulation Outline
The business simulation is typically played as a 1day simulation, and there are 4 rounds to the simulation depending on the learning objectives.
Round 1 – Service Design
You will design a Rocket and a Mission Control Center process, based on the Service Strategy. You also will setup a transition checklist and a known error log.
Round 2 launch the rocket to the moon
You will transfer the processes and rocket to the whole team using the transition checklist.
Then you will execute the processes and will experience the first real calls from the crew. You will experience SD, IM, PM and IT operations.
Round 3 trip around the moon
In this 3rd round you will first improve their processes using CSI. Then you will implement the change management processes and will transfer improvements towards life operations
Then you will guide the crew towards a safe trip around the moon. You will experience
Change Management, availability management, capacity management.
Round 4 prepare splashdown
You will execute the second CSI activity and then they will prepare the team to execute IM Change Management and IT Operations. Now all IT Support processes will be tested. If all goes well you will get the Crew back alive.
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Programme scope, delivery arrangements and suitability are confirmed during enquiry.