Design and Deliver

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Overview

1-day public or single organisation event

Design and Deliver is an innovative board game simulating the actions required to satisfactorily deliver a service into the operational environment. The course provides delegates with the chance to influence the strategic financial and operational aspects of the service during development.

Competition may occur between the teams to provide the most suitable solution. The final stage of the game is to operate the service in the live environment and measure the value it has added to the business and customers.

The game will normally be played with several teams all trying to get their service to the live environment in a suitable condition - creating competition to be:

• the first?
• the best?
• the cheapest?

Objectives

To provide delegates with practical experience of managing a service through the Service Lifecycle. Teams will be required to make decisions about the financial and performance aspects of services and justify those decisions when the service is operational.

Who should attend?

Design and Deliver 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, and for external staff who may be critical to the successful introduction and service delivery.

Design and Deliver is also appropriate for staff who have already attended formal courses, as it gives them a chance to put the theory into practical use.

What some of the delegates have being saying about Design and Deliver:
“Really showed me the value of the lifecycle approach”
“Learning in this type of environment is both fun and informative”

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Content

The day starts with an introduction to the Service Lifecycle. This provides delegates with a basic appreciation of the aim of IT Service Management.

The remainder of the day is dedicated to playing the four rounds of the game. At the end of each round a debrief with an experienced facilitator will take place to discuss progress. Delegates will then re-evaluate their position and be given time for planning activities for the subsequent rounds.

The objective of the game is for the designated service to meet customer expectations during the final (Service Operation) round. Activities during the previous three rounds will determine the suitability of the service to meet these expectations. Decisions made will certainly influence the outcome - and it would be fair to say that where these decisions are made along best practice guidelines there is a better chance of delivering what is expected.

At the end of the game play a full debrief will take place to examine what went right and what went wrong and to discuss the value of ITIL.

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

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Customisation

Design and Deliver 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.

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