SM Apollo 13 – an IT Service Management (ITSM) Business Game

Course Code: ITL1APOL



1 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


Face to Face only


An IT Service Management (ITSM) Business Game

87 hours from home. Your spacecraft is slowly dying. You have a serious problem, unless you and the ground support staff start working as a team to solve it, people will die. But remember, time is running out. And fast. Welcome to the Apollo13 - an IT Service Management (ITSM) case experience.

You will gain first-hand knowledge of ITSM theory and learn how ITSM processes are used in other environments. Understand the interdependence of processes and their impact on business continuity. Learn how good design can improve the performance of the service department. Understand how good processes can be improved by designing and implementing as a team and the importance of a successful awareness campaign.

View and download the case experience brochure here.

Book a Private Event

If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

Anyone who works in or is looking to implement an IT service management environment. No previous knowledge of ITSM is required.

Purpose of the course

Delegates taking part in an Apollo 13 Business Game take on the responsibilities of Mission Control in Houston. Their mission: bring the crippled spacecraft and its crew safely home.

As the simulation evolves delegates will realise the importance of aligning people and processes to create a coherent ITSM function.

You will learn how to

  • Work as a team to design and implement effective processes

  • Understand how ITSM theory works in practice

  • Appreciate the interdependencies of processes & their impact on business continuity

  • Run a successful awareness campaign to overcome resistance to change within your organisation

  • Ensure good design improves the performance of the service department


A willingness to engage with a challenging all day experiential learning experience.

Benefits for you as an individual

This business game will really help bring ITSM to life for you. Whether you have prior experience of frameworks such as ITIL® or CoBIT, or are entirely new to ITSM, Apollo 13 will give you the confidence to make changes that will make you, your team and your entire business more efficient.

Benefits for your organisation

Successful implementation of ITSM ensures that stewardship of your company's most important resource, its information, is managed in an effective and efficient manner.
Apollo 13 will not only give your team the basic skill necessary to implement ITSM but also give them a practical demonstration of its importance.

Service Design

  • Testing
  • Availability management
  • Financial management
  • Capacity management
  • Security management
  • Time, cost and quality

Service Operations

  • Incident management
  • Problem management
  • Configuration management
  • Knowledge management
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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