Service Management in Action

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Overview

1-day public or single organisation event

Service Management In Action (SMIA) is an innovative business simulation course that provides delegates with practical experience of aligning business and technology processes. During a lively and energetic day, teams of delegates 'manage their own business' and experience for themselves how improved processes result in improved business profitability (view demonstration – 11.6 Mbyte presentation).

Objectives

To provide delegates with practical experience of how the alignment of business and IT processes, underpinned by good team working, can make a significant contribution to increased business efficiency and effectiveness.

Who should attend?

SMIA is aimed at all levels and functions within an IT services operation. It is also of value for business staff whose role involves delivering or receiving services.

SMIA is also appropriate for staff who have already attended formal courses, as it is “action” orientated.

What some of the delegates have being saying about SMIA:
“Great fun, as well as a useful course”     “An entertaining and ingenious game”
“It left me motivated and enthusiastic”     “Good course, promoting teamwork”
“I was quite cynical about this type of training but now I am a believer”

Content

The day starts with an introduction to IT Service Management (ITSM) and ITIL. This provides delegates with a basic appreciation of the aim of IT Service Management and explains the 3 elements of ITSM - people, process and technology. A brief overview of the processes will be given during this session

The remainder of the day is dedicated to playing up to 5 rounds of the “foxPORT” business simulation.

The objective of the simulation is for the business, a port authority, to generate as much revenue as possible. By maximizing the availability of the port infrastructure and minimizing the impact of incidents, delegates learn hands-on how process improvements lead to increased business profitability.

There are numerous roles involved in providing the business and technical support to drive the business. The simulation includes a large game board where the docking and unloading of ships takes place and a full size display screen showing the ship movements, financial situation, availability levels and incidents (click picture for full-size image).

Following each round an experienced facilitator will help translate experiences and lessons learnt into process improvements to increase business profitability in subsequent rounds.

At the end of the day there will be an open discussion on the overall lessons learnt and how they relate to the delegate's current mode of operation.

Documentation

A copy of the itSMF's* 'IT Service Management' booklet is provided for each delegate.

*The IT Service Management Forum

Customisation

For single organisation events, SMIA can be customised to begin and/or finish with a positioning session delivered by a senior sponsoring manager. Lessons learnt during the day can be related to the client's environment and challenges and suggestions on the way forward provided.