Apollo 13 - ISO 20000
THE WORKSHOP
More and more IT organizations are adopting standards to bring IT under control. The demands of IT Governance also require that IT demonstrate compliance to auditable standards such as ISO20000. IT organizations that fail to bring their operation under control and fail to comply with standards will pose a unacceptable risk to business operations. In todays IT environment this is no longer acceptable. The Apollo 13 - an ISO case experience workshop’ is an intense one-day training which makes use of the ‘Apollo 13 – an ITSM case experience’ business simulation. During this workshop participants will see, feel and experience how the use of ISO20000 will help them identify and mitigate business risks and improve their process compliance, and at the same time realize and demonstrate increased levels of performance in terms of: ‘cost of ownership’ , ‘effectiveness and throughput of processes’, ‘customer satisfaction’. NASA had a 'Procedures officer' that ensure Mission Operations control procedures worked according to the agreed standards. In this workshop the Procedures office will be armed with ISO20000 assessment criteria.
learning objectives
Depending upon the learning objectives of the participants, during this training the following learning objectives will be achieved.
TARGET AUDIENCE
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Employees requiring understanding of their role in an organization adopting ISO20000.
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Process managers responsible for implementing ISO20000 processes.
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Auditors responsible for auditing ISO20000 processes.
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CIOs and Senior IT managers faced with a need to demonstrate control using ISO20000.
ROLES
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Flight Director – represents senior IT management and is accountable for the success of the mission and responsible for ensuring the ISO demands such as 'Requirements for a management system' ,'Planning & implementing service management', 'Relationship processes' and 'Budgeting and accounting for IT services' are met.
Manager specialists – represents a ‘line manager’ responsible for managing a team of experts within Mission Control, and for ensuring ISO Service delivery demands are met and the relevant processes and procedures are in place and being adhered to.Incident manager – process manager responsible for ensuring effective handling and resolution of incidents affecting the mission in accordance with the ISO 'resolution processes'.Problem manager – process manager responsible for ensuring problems are analysed and removed in accordance with the ISO 'resolution processes'. -
Change manager – process manager responsible for ensuring changes to the mission are well planned and executed in accordance with the ISO 'Control processes'.
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Capacity manager – process manager responsible for ensuring adequate capacity is available to support and enable the mission and keep the astronauts alive, and responsible for ensuring the ISO demands for 'Capacity management' are being met.
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SSR - Staff Specialist Support responsible for providing third level support and ensuring ISO demands for 'Availability and Service Continuity management' and 'Supplier management' are being met.
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CapCom – a small team responsible for communicating with the crew, representing a ‘service desk’.
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Technical specialists – responsible for resolving technical issues and for carrying out changes.
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Mission Director – represents the business (Customer) and is the budget holder for the mission and sets the Key performance indicators(KPI’s) to be achieved.
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Crew – represent the business users of the infrastructure.
BRIEF DESCRIPTION
Industry trends reveal:
Global CIO’s will increasingly focus on implementing international standards ISO20000, ISO38500, ITIL, CobiT to demonstrate control of IT. In this training, real life situations taken from the Apollo 13 mission are simulated. Participants will enact the roles of the Mission Control team of Apollo 13. They will have to work together as a team, take decisions, agree and apply their own working practices aimed at ensuring they are under control and that they can demonstrate 'compliance' to ISO20000 standards. The workshop consists of 4 rounds. In each round the team undergoes the following steps: Designing or improving their process; applying their process; analysing, reflecting and reporting; prioritizing and agreeing improvement needs with the business. During design and reflection the team will have access to ISO20000 demands and self assessment material to help them identify non compliance and prioritize improvement needs. During the 4 rounds actual events and situations experienced in the real mission will occur. The business demands and priorities will change as the mission progresses. Mission Control must ensure their processes are continually aligned to changing business needs through active dialogue with the Mission Director and by applying continual service improvement strategies. In 1970 we know Mission Control managed to successfully apply people, processes and supporting technology in saving the crew. The participants are faced with the challenge of performing as well as Mission Control.
