At a glance
Course number HF415S
Length 1 day
Delivery method Instructor-led training (ILT)
Onsite dedicated training (OST)
How to order To order or find out more information, please call our Customer Registration Center (CRC) in the US at 800-472-5277 (800-HPCLASS) or in Canada at 800-563-5089.
You can also submit a query online.
*Courses are supported in the delivery formats above, but are not necessarily scheduled in every delivery format listed. Please click the schedule links at the top of the page to see which delivery formats are currently scheduled.

Course overview

The HP Race to Results Service Management simulation is an exciting and interactive workshop, set in the context of the “high octane” world of motor racing. The simulation is a one-day program that provides participants with a high-level overview of service management. By applying ITIL® lifecycle concepts, processes and the culture of service management, participants aim to win the racing championship through increased service management maturity that leads to dramatic increases in business and race performance.


Prerequisites

  • IT experience would be helpful but not required

Audience

  • IT professionals who need to understand service management at a high level
  • Senior managers wishing to review service management within their own organizations
  • Team leaders and process owners, who need to understand the big picture of service management and their part in it
  • Business and project managers who need to understand how service management can support improved business performance.

Ways to save


Course objectives

The objective of the simulation is to give a practical introduction to the essential elements of service management and to give participants the opportunity to experience hands-on how the application of service management can improve business performance


Next steps

  • ITIL® Foundation for IT Service Management (HF421S)

Benefits to you

  • Identify fundamental concepts and processes involved in service management
  • Learn about the essential elements of service management in a shorter time via a fun and interactive approach
  • Experience a focus on business outcomes to improve IT’s contribution to business performance, through the effective implementation of service management

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® 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 Portfolio Management mature
  • Financial Management Mature

Service Design

  • Service Catalog Management maturing
  • IT Service Continuity Management maturing
  • Availability Management maturing
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management maturing
  • Release and Deployment Management maturing

Service Operation

  • Incident Management Process & Service Desk Function maturing
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management maturing

Round 5

  • Review performance improvement over the 5 rounds, demonstrate links between and reliance of processes on each other
  • Review how ITSM maturity has evolved and relate it to participant organization

HF415S - C.02

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