Incident Management Game

OBJECTIVE

This easy to play Board Game can be played by 4-6 people. The team will act as a support team with a helpdesk, second-line support, supplier and customers. Aim of the game is to resolve incidents within the SLA requirements. The team needs to design its own process flow and will test this with incidents. After this first round the team has time to improve the process. The participants will learn:

• How Service Desk processes are designed
• How Service Desk roles and responsibilities are linked to the Incident Management processes
• How Configuration Management will support the Service Desk
  
• How to design and improve Service Desk and Incident Management processes
  

TARGET AUDIENCE

The Board Game can be used to teach helpdesk employees how the Service Desk and Incident Management processes are designed and followed.

• Helpdesk employees
• Support employees

ROLES

In this interactive board game to most relevant roles in relation to the Service Desk and Incident Management are present.

• Customer
• Service Desk
• Incident Manager
• Problem Manager
• Configuration Manager 
• Supplier 

Brief description

This game takes appprox 2 hours.


Intro
The teacher starts with a small introduction of the game and the instructions. Then the team will receive a Service Level Agreement which contains the agreed performance of the team.

Design
The team will play 2 small rounds. In the first round the team will design the first Incident Management process flow including all links to other related processes.

Test
After this design the team will be tested by lots of Incidents. And the team will experience the effectiveness of their process.

Report
The teacher will score the Incidents and this will result in a Score for the first round. The team will compare these results with the SLA and based on this the team will need to improve the processes in order to meet the requirements.

Theory
If needed the teacher can add some theory to this process.

Next Round
After the first round the team will (re-)design their processes and the process will be tested for the second time. At the end of this round the total score will be compared with the SLA.

Reflection
At the end of the session, the learning points will be investigated.

 

ANTICIPATED RESULTS

Teams who played this small simulation have learned:

• how to design, test and improve Incident and Helpdesk processes
• how to reflect as a team and analyse processes and performance
• how to register and report and how to use the information in order to make decisions

PRODUCT INFORMATION

• No extra information available contact our office.