Apollo 13 - an ITSM Case Experience
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Increase the Return-On-Value(ROV) of YOUR ITSM training investment.
THE WORKSHOP
Business Challenges
ITIL is the de-facto industry standard for managing the quality of IT services delivered to the business. An increasing number of companies are adopting ITIL to manage mission critical IT. In a March 2006 survey more than 95% of CIOs interviewed stated a commitment to invest in ITIL. However more and more companies are discovering that adopting and deploying ITIL based, or process based working is not so easy. Often the hoped for benefits are not realized and people do not buy-in to the new ways of working.
A recent Forrester report revealed: "Internal resistance to change - 52%" was the biggest reason why adopting best practices failed. The Forrester conclusion was:
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‘These tools (business simulations) effectively demonstrate to senior management the advantages of such process models (ITIL). The result: better management buy-in for an IT service management (ITSM) project and its benefits and an implementation team with a better understanding of the value of the end state of the initiative.'
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‘Considering the enormity of change that an ITIL project may entail, spending the day that such simulators require should pay back many times over with the creation of a cohesive team with a greater understanding of the components, interrelationships, and vision that are required to successfully transform an IT organization.'
Solution
The ‘Apollo 13 – an ITSM case experience’ is an interactive business simulation workshop. During this workshop participants will see, feel and experience the benefits of applying best practices, such as ITIL, on IT organizational performance: ‘cost of ownership’ , ‘effectiveness and throughput of processes’, ‘customer satisfaction’. At the same time people will experience what it takes to successfully implement process based working and getting buy-in from all involved. In 1970 Gene Kranz and his team delivered operational excellence…..Could you perform as well? Do you dare to try? Can you afford to fail? We challenge you to become Apollo 13 mission control and translate ITSM theory into practice to save the astronauts.
learning objectives
- Learn more about ITSM processes (design, implement, monitor and improve)
- Learn more about continuous improvement
- Learn more about monitor and control (KPI's, Dashboards, reporting)
- Learn more about process roles and responsibilities
- Learn more about the benefits of ITSM processes
- Learn more about Service Level Agreements and how they are used implementing and improving processes (Service Improvement Plans)
- Learn more about managing process chains from customer towards suppliers
TARGET AUDIENCE
- Employees requiring understanding of their role in contributing to IT organisational performance
- Employees requiring an understanding of ITIL and the benefits of ITSM
- Process managers and project managers responsible for implementing and managing processes.
- CIOs and Senior IT managers faced with a need to improve IT organisational performance.
ROLES
- Flight Director – represents senior IT management and is responsible for the success of the mission.
- Manager specialists – represents a ‘line manager’ responsible for managing a team of experts within Mission Control.
- Incident manager –process manager responsible for ensuring effective handling and resolution of incidents affecting the mission.
- Problem manager – process manager responsible for ensuring problems are analysed and removed.
- Change manager – process manager responsible for ensuring changes to the mission are well planned and executed.
- Capacity manager – process manager responsible for ensuring adequate capacity is available to support and enable the mission and keep the astronauts alive.
- CapCom – a small team responsible for communicating with the crew, representing a ‘service desk’.
- Technical specialists – responsible for resolving technical issues and for carrying out changes.
- Mission Director – represents the business (Customer) and is the budget holder for the mission and sets the service level targets.
- Crew – represent the business users of the infrastructure.
BRIEF DESCRIPTION
In this training, real life situations taken from the Apollo 13 mission are simulated. Participants will enact the roles of the Mission Operations Control team of Apollo 13. They will have to work together as a team, take decisions, agree and apply their own working practices in order to meet their service level targets and save the astronauts. If ITIL is an important learning objective they can apply ITIL best practices to design and develop their processes.
The workshop consists of 4 rounds. In each round the team undergoes the following steps:
- Step 1: Designing or improving their process
- Step 2: Applying their process
- Step 3: Reflecting and reporting
- Step 4: Make decisions what to improve
The 4 rounds represent the lifecycle of an IT solution. In Round 1 the team must Build and configure the Rocket, In Round 2 they must implement the support processes for dealing with Crew requests and incidents, In Round 3 they must implement a process for dealing with Changes, In Round 4 they must apply processes for optimizing performance and meeting service and cost agreements.
During the 4 rounds actual events and situations experienced in the real mission will occur. 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.
