Our PoleStar ITSM simulation is a highly participative face-to-face experiential learning workshop suitable for 8-15 participants. Available in a number of industry variants, the PoleStar ITSM simulation suite is a powerful way to create breakthrough understanding of the benefits of ITSM and IT Infrastructure Library (ITIL) related tools and best practices.
To provide delegates with practical experience of how the alignment of business and IT processes, underpinned by good team working, can make a significant contribution to increased business efficiency and effectiveness.
Normally delivered over a number of ‘rounds’, gaming dynamics are used to mirror interactions between IT and the business, from both a strategic and operational perspective. The experience also continues between rounds through defined service transition phases requiring the participants’ engagement in planning for service improvements.
The first round of the simulation results in chaos. This poor performance is typical in Round 1 and is highlighted by the following actions:
The second round of the simulation addresses the issues of Round 1, with a view to introducing best practices and tools to improve performance. These include:
The third round of the simulation takes the participants further on their journey of operational maturity. Round 3 considers the following tools and processes:
The fourth round of the simulation demonstrates practically the performance improvements that come from increased operational maturity. The importance of ITSM tools, processes and their relationships is clearly demonstrated. Further focus on Knowledge and Configuration Management is placed in this round.
In the fifth round of the simulation, optimal operational maturity is reached. Performance is optimized, and IT and the Business Units operate in perfect alignment.