Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $525
CAD $555
Special notes
This simulation has been updated to reflect ITIL V3 concepts. The original simulation is still available as course U8623X.
Course overview
The HP Race to Results Service Management simulation is an exciting and interactive workshop where participants experience the business benefits that Service Management (SM) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is a 1-day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.
Prerequisites
IT experience would be helpful but not required
Audience
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 SM and their part in it
IT professionals who need to understand SM at a high level; and
Business and project managers who need to understand how SM can support improved business performance
Ways to save
Save with the HP Care Pack education service offerings
The objective of the simulation is to give a practical overview of SM and all its key components and to give participants the opportunity to experience how their application can dramatically improve business performance.
Next steps
ITIL V3 Foundation for IT Service Management (HF421S)
Benefits to you
Identify concepts and fundamentals within the ITIL lifecycle and processes involved in Service Management
Learn and understand all the basic components that make up SM in a shorter time via a fun and interactive approach
Experience the meaning of “the alignment of IT with the business” and see what can be achieved in business terms through the effective implementation of SM
Course outline
Introduction to simulation
Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL V3 in a practical environment. In general terms, issues and subjects emerge
Round 1
Communication issues
Silo working
Service Operation
Incident Management
Service Desk
Round 2
Service Strategy
Service Portfolio Management
Financial Management
Service Design
Service Level Management
Capacity Management
Service Transition
Change Management
Knowledge Management
Service Operation
Further consideration to Incident Management, confirming prioritization levels
Problem Management
Event Management
Round 3
Service Strategy
Service Portfolio Management maturing
Financial Management maturing
Service Design
Service Catalog Management
IT Service Continuity Management
Availability Management
Service Level Management maturing
Capacity Management maturing
Service Transition
Change Management maturing
Knowledge Management maturing
Configuration Management
Release and Deployment Management
Service Operation
Incident Management Process & Service Desk Function mature
Problem Management maturing
Event Management maturing
Continual Service Improvement
Service Level Management
Round 4
Service Strategy
Service Catalog Management mature
Financial Management Mature
Service Design
Service Catalog Management mature
IT Service Continuity Management mature
Availability Management mature
Service Level Management mature
Capacity Management mature
Service Transition
Change Management mature
Knowledge Management mature
Configuration Management mature
Release and Deployment Management mature
Service Operation
Incident Management Process & Service Desk Function mature
Problem Management mature
Event Management mature
Continual Service Improvement
Service Level Management mature
Round 5
Review performance improvement over the 5 rounds, ITIL review, demonstrate link and reliance of processes on each other
Review how SM maturity has evolved and relate it to participant organization
Printable version
