ITIL® 4 re-shapes the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, and embraces new ways of working, such as Lean, Agile, and DevOps. It is now recognized that effective service delivery and service management require us to be more agile and lean. It is required to align different team capabilities to ensure that software, hardware, and services are in sync and it is important to manage new demands and changes rapidly. Organizations need to be flexible, continuously learn and improve their services and capabilities. They  need to work in multifunctional teams to share knowledge, reduce conflicts and ensure that everyone is aligned to realize customer needs and to increase the flow of work.

The MarsLander simulation is based on examining and experiencing how an IT Service management organization can be transformed into a more Agile and Lean organization. This simulation is based on a fictitious organization called SPACE-Y. SPACE-Y launches rockets into space and in this case, they launch MarsLander II to Mars. During these space programs, SPACE-Y collect different types of data (including text, images and movies) and provide it to universities, schools, and research centers. This means that SPACE-Y is delivering SERVICES to universities, schools, and research centers and the contracts are signed by the Sales Director. 

The simulation includes three rounds based on MarsLander’s journey to capture data in three rounds: 

• Heading to Mars and intercept Comet Hardy IV, to collect data from the tail
• Make two orbits around Mars to collect data from the atmosphere of Mars
• Make two trips on Mars to collect data from the surface of Mars 

Each of the three rounds will include two or three sprints. During these rounds and sprints, the participants will learn about:

1. Customer first
2. Focus on value creation
3. Shared goals and focus
4. Working in end to end teams, no silo’s
5. Create continuous flow of work
6. Visualize your work
7. First time right
8. Continuous learning and improving

The simulation focuses on the core concepts of ITIL 4 and each sprint reflects on one or mores of these concepts:

• Service Value Chain
• Guiding Principles
• Four Dimensions

Certification: None

Duration: 1 Day

Domain: Solution Development and Deployment

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: Simagine

Available Languages: English

Purchase Options: Pay Per Use Courseware

• Members of IT (Operations), Customer Support, and Service Desk teams
• Development Teams
• ITSM Specialists
• DevOps Engineer
• Service Manager
• Product Owner
• Change Manager
• Release Manager
• Business Managers, 
• Business Process Owners
• IT Developers 
• Service Providers
• System Integrators

At the end of this course, you will be able to:

• Learn and experience how Agile, Lean and DevOps ways of working can help to improve service delivery. 
• Demonstrate the implementation of core concepts of ITIL 4 in service management.  
• Find the best approach to transfer your organization from the traditional ITSM structure towards a more flexible and high performing one.

Simulation/Game Kit