This courseware is available in a Virtual Classroom configuration.

70% of the IT departments are unable to demonstrate value to their business. IT is under pressure. New, disruptive technologies like Cloud and social media,…

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Certificate None
Duration 1 Day (8 hours)
Delivery Blended, Classroom, Virtual Classroom
Languages English, Spanish, Dutch, Russian

What is included in Grab@Pizza™

Course Description

70% of the IT departments are unable to demonstrate value to their business. IT is under pressure. New, disruptive technologies like Cloud and social media, are emerging rapidly and businesses understand the potential and opportunities faster and better than IT.

How can IT align with the business to make sure the business becomes successful. How can IT manage the continually changing demands for new IT (deliver value and outcomes), without negatively impacting existing services and capabilities (costs and risks) for the business?


  • Develop Customer Focus
  • Apply ITSM at a Strategic Level
  • Align IT and Business decision making
  • Create Business Value
  • Improve Team Work


Grab@Pizza is a very successful company that sells millions of pizzas every year. Unfortunately, sales figures have been far below expectations during the six months in the past year. The CEO urged the Business Manager to make a challenging recovery plan. This plan is based on a six month strategy to bring sales and profit back on target. IT is a crucial enabler for reaching new markets, streamlining processes and reducing administrative overheads. The IT department must organize themselves to effectively explore the business demands, translate them to IT strategy and organize: IT Support, IT Operations, Change Management to ensure that the Business is successful at the end of the simulation.

Course Information

Certification: None

Duration: 1 Day (8 hours)

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom


Available Languages: English, Spanish, Dutch, Russian

Purchase Options:


  • IT management, Process Managers, Business Managers
  • But also IT employees working in various ITSM processes and IT functions and roles.

Learning Objectives

Each of the simulations will be customized towards your own organizational learning objectives and problems to be solved. You will have demonstrated your understanding of:

  • What is Business and IT Alignment
  • How to apply ITSM on tactical level
  • How to bring value to the business
  • How to apply Service Strategy / Service Design / CSI
  • How to align the IT processes within the value chain
  • Understand effective communication on different levels in the organisation
  • Understand how to create real partnership between business and IT


Course Outline


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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank