HP high performance ITSM / ITIL simulation - 1/2 day workshop

Course overview

This half-day version of our HP High Performance ITSM / ITIL simulation is an exciting, high energy and fun event that provides participants a taste of the business benefits that IT Service Management (ITSM / ITIL) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is designed to provide participants with a basic outline of ITSM / ITIL. By applying the processes of ITSM / ITIL, participants aim to win the Championship through improvements in ITSM / ITIL maturity that lead to increases in business and race performance.

Prerequisites

IT experience would be helpful but not required.

Audience

This half-day simulation is ideal for IT executives who do not have time for longer sessions and would like to be introduced to basic ITSM concepts and get a flavor of the one-day version. It is also suitable for:

• IT professionals who need to understand ITSM at a high level
• Senior IT Managers wishing to review Service Management within their own organizations
• Team Leaders and Process Owners, who need to understand the big picture of ITSM and their part in it
• IT professionals who need to understand ITSM at a high level

Ways to save

Course Objectives

The objective of the simulation is to give a practical introduction to just the basics of ITSM and its essential elements and to give participants the opportunity to experience hands-on how their application can improve business performance.For a more comprehensive and in-depth overview of ITSM, register for the full-day version of the simulation (U8623X).

Benefits to you

• Gain familiarity with basic ITSM concepts
• Learn about the essential elements of ITSM in a shorter time via a fun and interactive approach
• Experience the meaning of "the alignment of IT with the business" and see what improvements to business performance can be achieved through the effective implementation of ITSM

Next Steps

• ITIL Foundations for IT Service Management leading to ITIL Foundations certification.

Course outline

• Introduction to simulation
• This half-day version introduces the essential aspects of ITSM as a result of the game dynamic. The key ITIL processes are introduced as follows:
• Round 1
• Communication issues. Poor communication as a result of a lack of common language. Communication disconnect.
• Silo working. A general understanding of the requirements of each individual's role but no awareness of the requirements of other areas of the business. As a result, the information provided by one area is not the information required at another.
• Incident Management. Poor prioritization of incidents further frustrates the business representatives and impacts on business performance. Incidents are resolved with no consideration or visibility of business impact.
• Problem Management - Knowledge Base. Benefits of Knowledge Base discussed and demonstrated within the framework of the simulation.
• Change Management. Process introduced with particular reference to communicating changes to business reps and understanding impact of changes on business performance (i.e. controlled versus uncontrolled.
• Service Level Management. Business performance is considered against agreed SLA. SLA targets progress through each round with a link to business performance improvement.
• Round 2
• Further consideration to Incident Management, confirming prioritization levels and further refining if necessary.
• Problem Management matures to include Trend Analysis in order to improve infrastructure reliability. Linked to the requirement for effective Service Desk, and Incident Management processes in order to provide accurate data for Trend Analysis to be conducted.
• Service Continuity. Process linked to mirroring key business applications.
• Availability Management. Process linked to Financial and Service Level Management experienced in the simulation.
• Optional Round 3 (This round is run at the instructor's discretion or if time permits)
• Incident Management Process & Service Desk Function now mature.
• Problem Management - Knowledge Base & Trend Analysis. Process maturing and providing benefits through reduced number of incidents and improved incident resolution time.
• Change and Release Management. Process moving from uncontrolled to controlled and well communicated change, planned in accordance with the business.
• Financial Management. Process introduced and linked to increased expenditure by Service Delivery Manager in support of maturing processes. Emphasis now placed on increased dependency on maturing processes and strengthening knowledge base and less on expenditure to raise maturity levels of processes.
• Capacity Management. Process discussed in context of Infrastructure Board and business demand.