Do you recognize this?
IT Service Management (ITSM) is widely implemented in organizations to structure IT operations and transform IT activities into customer-facing services. Typically, ITIL is the framework used as the primary source of best practice guidance for achieving this goal. However, in practice, most organizations have adopted only a limited number of these processes, focusing primarily on customer-facing IT support rather than on more tactical and strategic areas.
To address this gap in the comprehensive application of ITSM principles, our friends at GamingWorks have created the simulation CarGO. Designed for professionals who seek to quickly gain recognition for their ability to implement and improve effective ITSM processes, CarGO emphasizes the essentials without delving deeply into the complexities of broader frameworks.
By engaging ITSM Academy in the on-site delivery of the CarGO simulation, organizations can achieve;
- Enhancing an organization’s provision of IT services
- Application of effective specific ITSM processes in multi-vendor environments – where services are managed in cooperation
- The steps towards implementing a set of ITSM processes
- Successful management of specific ITSM processes
- Implementation of the foundations of ITSM processes which can be audited by ISO/IEC 20000
About the CarGO simulation
The simulation introduces CarGO, a company that specializes in the transport of cars all over the world on ships owned by their contractors. These ships travel according to a strict schedule from harbor to harbor. CarGO has 3 types of customers: private individuals, car dealers and car factories.
CarGO's current customer satisfaction is 5 on a scale of 10. They face some serious issues, many of which might sound familiar to you:
- Too many unsolved incidents
- Too much workload on our IT Support desk
- Solving time is too long
- Too slow implementing new services
As a result, CarGO is missing sales opportunities and customers are unhappy about the services. And imagine how the employees must feel.
In this simulation, 8-12 participants act as teams within the CarGO organization: Business, IT and IT Vendors. Round-by-round, they must work together implementing and improving ITSM processes to make the organization more successful.
Outcome and Goals
At the end of this hand-on simulation, learners will have learned and experienced:
- How to apply the basic ITSM processes, the value they bring to stakeholders
- How to bring the service organization to a more tactical and strategic level in a short time
- How to optimize your workflows by implementing service improvements and service automation
- How to improve collaboration between different teams, vendors and other stakeholders to optimize the service quality
- The importance of self-evaluating processes with regular quality checks
After this simulation the participants have a better understanding of how their efforts impact business value.
Target Audience
This simulation is designed for operational IT employees, focusing on fundamental ITSM terminology and enabling them to quickly apply the concepts in their daily work.
Team leads and process managers will learn how to facilitate the implementation and improvement of these essential ITSM principles.
Details about this simulation
- Duration: 1 day
- Delivery method: Physical, On-site
- Number of participants: 8 – 12
- Prerequisites: Familiarity with IT and IT services is recommended
Contact us to learn more about options and pricing.
