ITIL v3 Foundation with Apollo 13 Business Simulation Course

Certificate: ITIL® Foundation with Apollo 13 Business Simulation Course Duration: 4 days Course Delivery: Classroom Credits: 2 Credits to ITIL Expert PMI® PDUs: 18 Course ID: ITL9324CL Language: English

Course Description:

‘Houston, we have a problem’

Fifty-five hours and fifty-five minutes into the mission. Imagine you are on board Apollo 13 when one of your crew members reports hearing a loud 'bang'. Your spacecraft is slowly dying. You have a serious problem, unless you and the ground support staff start working as a team to solve this problem. But remember, time is running out, fast! Welcome to the 'Apollo 13 – an ITSM case experience™' simulation game.

In this unique course, you will learn the basics of ITIL along with the exciting experience of a business simulation game, based on the actual Apollo 13 mission. The ITIL v3 Foundation Certification course introduces concepts of IT Service Management (ITSM) based on the industry standard IT Infrastructure Library (ITIL) and describes how this can be applied within an IT organization. This course prepares students to take on the ITIL v3 Foundation examination and helps students recognize the success factors in applying ITIL best practices.

Audience:

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

Learning Objectives:

At the end of this course, the learner will gain competencies to:

• Identify the key principles and concepts of IT Service Management.
• Identify the benefits of implementing ITIL in an organization.
• Identify Service Management processes and understand how they map to the Service Lifecycle.
• Identify the basic concepts and definitions related to the Service Lifecycle.
• Identify the activities and roles involved with the Service Lifecycle.
• Identify the relationships among the components of the Service Lifecycle and understand how they map to other components.
• Identify the factors that affect the effectiveness of the Service Lifecycle.
• Experience the benefits of best practices in action.
• Identify success and fail factors in applying best practices.
• Learn how to use ITIL to realize and demonstrate service agreements.

Course Organizational Logistics:

• Mandatory 8 participants minimum
• The course will revert to a standard ITIL v3 Foundation training class, with the exam at the end of the 3rd day should the 8 mandatory minimum participants not be available for the Apollo 13 business simulation
• 18 participants maximum
• Optimum number of participants 13
• 10 tables of 1 x 1,8 meters (3 x 6 feet)
• The game room needs to be a minimum of 8 meters by 8 meters (26 x 26 feet).
• A whiteboard, flip chart and a Projector/Beamer will be required
• The exam will be scheduled from 4:00 – 5:00 on the fourth day

What Customer's Are Saying About the Apollo 13 Business Simulation:

• ‘Really good, fun and an original way of simulating reality’
• ‘A real eye opener - which processes are running in parallel right now and which ones are important at that time’
• ‘We became aware of the interdependencies of processes’
• ‘Confronts you with decisions and choices that will have to be made’
• ‘Helps understand how priorities change as time goes by’
• ‘We can see the cost of doing things wrong’
• ‘Time pressure is like real life – it’s about planning and making choices’
• ‘We have become aware of the chaos and confusion in the processes and of our own responsibilities’
• ‘We have played a number of ITIL 'games'. You cannot predict what will happen in Apollo. The only way to win is to apply the processes. The game has 42 unique situations that are actual Apollo events...so we know they really happened and were actually solved using the ITIL type processes.’
• ‘In Apollo, it wasn't about making money. We were confronted with the same demands as we get from the business "lower cost of ownership', 'increase customer satisfaction' ' Do more with less', 'demonstrate business value from ITSM’. In Apollo we learned how to measure and demonstrate these using ITIL processes.’
• ‘In Apollo we had to audit our processes, we found inconsistencies and non-compliance and saw the impact of this on our overall costs of operation.’
• ‘After playing this game we had a whole list of improvement needs we identified in our own organization’
• ‘In Apollo we were confronted with both the Users (Crew) and the Customer (Mission Director), and we felt and saw their frustration when our processes weren't working.’

Prerequisites:

None, although a familiarity with IT service delivery will be beneficial.

Course Student Material:

Students receive a copy of the classroom presentation material. There are no direct reference materials required for this course; however Training Providers do have a choice of supplementing this course with reference materials available on the market. The list shown below is not intended as a direct endorsement by ITpreneurs, but is intended as a reference list for the Training Providers in their consideration for supplemental material:

Some of these books are also available as electronic .pdf and online subscription versions.

About the Examination:

The exam is a closed book, 40 question multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes.

Credits:

• Upon successful passing of the ITIL v3 Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs) = 18 (course code 2690-9320CL)

Agenda:

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