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Course overview
The HP High Performance ITSM / ITIL simulation is an exciting, high energy and fun event that lets participants understand and experience the business benefits that IT Service Management (ITSM / ITIL) can bring to their organizations. Set in the context of the "high octane" world of motor racing, the simulation is a 1-day program that is designed to give participants a high-level overview of ITSM / ITIL. By applying the processes and culture of ITSM / ITIL, participants aim to win the Championship through increased ITSM / ITIL 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 ITSM and their part in it
IT professionals who need to understand ITSM at a high level; and
Business and project managers who need to understand how ITSM can support improved business performance
Ways to save
Save with the HP Care Pack education service offerings.
The objective of the simulation is to give a practical overview of ITSM and all its key components and to give participants the opportunity to experience how their application can dramatically improve business performance.
Benefits to you
Gain familiarity with basic ITSM concepts and ITIL processes
Learn and understand all the basic components that make up ITSM in a shorter time via a fun and interactive approach without the pain of PowerPoint
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 ITSM
Next Steps
ITIL Foundations for IT Service Management leading to ITIL Foundations certification.
Course outline
Introduction to simulation
Normally delivered over five rounds, the simulation brings out all the aspects of ITSM as a result of the game dynamic. Initially focusing on Service Support, as the day evolves the focus moves to Service Delivery. In general terms, issues and subjects emerge.
Round 1
Communication issues. Poor communication as a result of a lack of common language. Communication disconnect.
Silo working. A general understanding of the requirements of each individual's role but no awareness of the requirements of other areas of the business. As a result, the information provided by one area is not the information required at another
Incident Management. Poor prioritization of incidents further frustrates the business representatives and impacts on business performance. Incidents are resolved with no consideration or visibility of business impact.
Round 2
Further consideration to Incident Management, confirming prioritization levels and further refining if necessary.
Problem Management introduced. Reference to Trend Analysis in order to improve infrastructure reliability. Linked to the requirement for effective Service Desk, and Incident Management processes in order to provide accurate data for Trend Analysis to be conducted.
Problem Management - Knowledge Base. Maturing Knowledge Base providing benefits with reduction in incident resolution time evident and leading to business performance improvement.
Change Management. Process introduced with particular reference to communicating changes to business reps and understanding impact of changes on business performance (i.e. controlled versus uncontrolled)
Round 3
Incident Management Process & Service Desk Function now mature
Problem Management - Knowledge Base & Trend Analysis. Process maturing and providing benefits through reduced number of incidents and improved incident resolution time
Change and Release Management. Process moving from uncontrolled to controlled and well communicated change, planned in accordance with the business.
Configuration Management. Linked to Change and Release Management.
Service Level Management. Improvements in business performance through the maturing processes are linked to the SLA and discussed.
Round 4
Financial Management. Process introduced and linked to increased expenditure by Service Delivery Manager in support of maturing processes. Emphasis now placed on increased dependency on maturing processes and strengthening knowledge base and less on expenditure to raise maturity levels of processes.
Service Continuity. Process linked to mirroring key business applications.
Availability Management. Process linked to Financial and Service Level Management experienced in the simulation.
Capacity Management. Process discussed in context of Infrastructure Board and Business demand
Round 5
Review performance improvement over the 5 rounds. ITIL review and demonstrate link and reliance of processes on each other.
Review how ITSM Maturity has evolved and relate it to participant organizations
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