OCE

• Company

Océ supplies ground-breaking innovative printing systems, software, media and document management services to professional users, in over 90 countries with almost 24,000 employees.

Océ supplies digital printing systems, software and services for the production, reproduction, distribution and management of documents, in color and black-and-white, in small format and in wide format, for professional users in offices, educational institutions, industry, advertising and the graphics arts market. Océ is a leading supplier of these systems world-wide.

• The Challenge

Océ asked GamingWorks to design and deliver a one day program for their Sales and Delivery experts, helping them to learn and experience the principles of ITIL and IT Service Management and how this impacts their role and relationship with Océ customers. The objectives of this session were:

• Teach our experts about ITIL terminology, and ITSM principles so that they can effectively communicate at the same level as our customers.
• Teach us how we can integrate and align our services into the ITSM processes of our customers.
• Show us how to ITIL and ITSM best practices will enable us to deliver high quality services.

• Setup

We used the Apollo 13 – ITSM case experience. We divided the delegates into 3 teams. All with the same mission objectives. The Crew and the Mission director played a real customer insisting on on-time delivery of projects, accurate and timely status updates and a fast, reliable level of support for dealing with requests and incidents. Between each round the trainers helped the teams reflect on ITIL theory and principles and how these enabled the team to meet the customer demands.

• Results

At the end of the mission the 3 game leaders presented the results of their teams. The team results that most closely matched the Océ objectives and values was declared the winner. Each participant completed an evaluation form to capture the key learning points and the actions that needed to be taken to transfer the results into the day-to-day operations. Key learning points were:

• The need for timely, clear and accurate communication
• The need to translate the SLA into predictable and repeatable processes

• The need to monitor our performance using KPI’s and to align this with decision making 
• Great way to learn the ITIL principles.