ITSM Simulations, a nice to have or a need to have?

Do you think simulations when implementing best practices in ITSM or Project Management are...  a nice to have; a need to have; not needed at all? 

We recently asked the above question and the results revealed that 50% of people thought simulations were a Need to have and the other 50% a Nice to have. 

We would argue that they are essential when it comes to making change happen.  So if you are someone who believes they are a “nice to have” then read on and hopefully by the end of this article you will be well and truly in the “need” camp...

We can no longer afford to fail…. but we don’t know how to succeed!

Argument 1: We have trained our staff and it hasn’t worked, we NEED more training!  
Or maybe a different type of training, one that focuses on how to apply ITSM to realise the needed business value, and creates buy-in instead of resistance. This is what a simulation can do.

70% of ITIL^® implementations are unable to demonstrate value. A Gartner report suggested only 20% are doing a good job. A Forrester report revealed that 52% fail because of resistance.

Creating buy-in and overcoming resistance.

Argument 2: We have invested heavily in ITIL but nobody thinks’ it is any good and sees it as the problem and not the solution.  Perhaps ITIL is just no good.  
What is more likely is the fact that nobody has bought into the idea of ITIL and sees it as “more work” or unnecessary and as such doesn’t follow the correct processes.  A simulation can and will create buy-in, overcome resistance and can be used to gain commitment. 

A Survey conducted with 60 ITIL practitioners ALL revealed 'Resistance' is the largest and hardest obstacle to overcome.

Learning to relate to business value and learning to apply.

Argument 3: Current training doesn’t show how to relate and apply ITIL to the business needs for Value, Costs and Risks.  
Most people want the cheap foundation training without a simulation and they would rather spend the time, effort, energy, consulting fees, redesign work fixing what didn’t work the first time and the costs of replacing the staff that left because of resistance….  But hey we saved on the costs of a simulation! OK so the business has additional risks that expected value and outcomes won’t be achieved and the business faces additional threats to continuity of services but hey! We saved the costs of a simulation…… and our staff all have an ITIL certificate :-)

A service according to ITIL V3 is “a means of delivering VALUE to the business in terms of the OUTCOMES they want to achieve without the ownership of specific COSTS and RISKS”.

However most purchase Foundation training for the following OUTCOMES; A Certificate and a Common terminology.

Is this the VALUE  you, as a Business manager, expect and want when agreeing to let you spend IT budget on sending IT people to this training?

The VALUE I would expect from the training is that they can place ITIL in the context of a business problem, understand how ITIL will help and they will know how to translate theory into practice.

Winning Knowledge is related to experience and practice.

Argument 4: A trainee Pilot may take all of the theoretical classroom training and pass all of the exams and certificates with 100% pass rate. If he has however not had practical experience in a simulator would you get on a plane with him at the controls? 
No you’d be mad to do that!  Yet we send all our IT staff on ITIL theory and gain certification then let them loose on our mission critical IT to test apply what they have learnt! A simulation provides a safe environment for testing and learning to apply in which mistakes pose no risk to mission critical real life operations.

Knowledge - according to a dictionary definition is:

Expertise and skills acquired through experience or education; the practical or theoretical understanding of a subject.

We focus too much on the education and theory and not enough on experience and practical application. Winning knowledge is based on experience and practice.

Conclusion

A simulation, when used correctly can solve a variety of problems and realise a range of learning objectives. It can be used to create buy-in, overcome resistance, break down organisational Silos, learn how to use ITIL to realize value, capture improvement initiatives for a CSI initiative.  It is vital therefore to KNOW what it is you want and expect to learn when engaging any ITIL training, especially a simulation. Failing to do so will probably mean the needed value and outcomes are NOT achieved and additional COSTS and RISKS to your business.

Remember. We can no longer afford to fail to successfully apply ITSM best practice frameworks to bring IT under control.