SM Operation Aftermath – an IT Service Management (ITSM) Business Game

Who is this course for

Due to the broad spectrum of processes covered in this simulation it is suitable for anyone involved in IT Service Management. In fact, a mixed team of service desk operatives, developers and IT service managers only adds to the realism of the day.

Purpose of the course

Through a series of live-action rounds participants of Operation Aftermath will experience the trials and tribulations of managing the vital services that make up a refugee camp.

Delegates will be involved in activities from all five parts of the service lifecycle: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. By experiencing the whole of the ITIL® lifecycle it will become clear how decisions made in one activity can have a large impact on subsequent operations.

You will learn how to

• Demonstrate exceptional customer service


• Efficiently handle incidents


• Evaluate change requests in an unbiased manner


• Design new services which are in line with business need


• Successfully release new services into the live environment


• Evaluate new and existing services aligned with your wider IT Service Management strategy


• Create and invoke an IT Service Continuity Management plan


• Work as a team to ensure IT adds maximum value to the business

Benefits for you as an individual

Whether you are new to ITIL® or a seasoned pro, Operation Aftermath will allow you to see how IT Service Management works in context. An additional benefit is that you will experience ITIL® not only  from a day-to-day Service Operation perspective, but also carry out processes from other parts of the lifecycle such as Service Transition and Service Strategy.

Benefits for your organisation

Operation Aftermath provides a safe environment to discover the benefits of using processed-based working. Though based around the ITIL® service management framework, teams will also return to work with a greater understanding of the importance of working as a team, clear and timely communication and how to run to contribute to successful meetings.