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

Course Code: TBOA1SIM


1 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


Face to Face only


A Full Lifecycle IT Service Management Business Game

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!

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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

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


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.

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.

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
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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