Operation Aftermath - an IT Service Management (ITSM) Business Game

A Full Lifecycle IT Service Management Business Game
Overview

Could you take on the running of a disaster relief effort in the wake of the worst storms and flooding seen in Ocean City’s history?! Can you work with others to ensure that the people get food and water, and don’t contract deadly diseases? Can you satisfy the "Powers-That-Be" that this humanitarian effort is a beacon to the world for how these efforts should be managed? If so, then welcome to Ocean City after some of the worst flooding in history and take on the challenge of OPERATION AFTERMATH!

Course Code
TBOA1SIM
Duration
1 Day
Delivery Style
Simulation
Course Type
Private Only
Max Delegates
12

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Purpose of this 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.

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.

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 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.

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.

Core Activities

Running Live Services
Managing Capital and Operation Budgets
Evaluation of Changes and Service Provision
Manage effects of disaster on the business
Understand service offerings
Translate customer requirements into service component selections
Understand the role of vendors

Personal Development

Holding Successful Meetings
Communicating Effectively
Handling Multiple Deadlines
Team working
Roles & Responsibilities
Managing Knowledge

Service Management Lifecycle Concepts

People, Processes, Products and Partners Lifecycle Phases
Full IT Service Management Lifecycle
IT Service Management Processes

IT Service Management Areas Covered

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Prerequisites

There are no specific pre-requisites for attending Operation Aftermath. Exposure to IT services or equivalent work experience may be beneficial but is not a requirement.

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About the Lead Trainer

Adam White-Bower

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.