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ITSM 
Simulation

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Please contact Deep Creek Center for information on scheduling a course.
Course Length
 4 days
Credits Earned
 28 PDU credits
This highly-interactive simulation is a high-impact, energetic way to accelerate understanding, involvement, and acceptance of ITSM and ITIL best practice in your organization. Facilitated in the fast world of global online retail, Polestar™ ITSM brings to life the behavioral and process issues faced by IT organizations. This is done through a realistic scenario to which participants can directly relate to and have actual experience of. This unique experiential learning approach causes breakthrough understanding of ITSM and ITIL best practice and transforms learning into an engaging, fun and highly memorable shared experience.

What You Will Accomplish

Normally delivered over 5 rounds, the Polestar simulation is designed to introduce key ITSM and ITIL concepts through gaming dynamics. Polestar simulations can be delivered over more or less rounds, dependent upon the organizational challenge. The simulation structure reflects the service management lifecycle approach as defined by ITIL. In addition, the simulation experience continues between rounds through defined transition phases which require the participants engagement in planning for strategic and operational continuous service improvements.

Who Should Attend

This class is targeted at senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in experiencing ITSM and ITIL in a real time operating environment.

Course Outline

The following aspects of ITSM are considered during each round:

The Benefits

  • Accelerated understanding of the benefits of ITSM best practice to large audiences
  • Rapid familiarization with ITSM terminology and ITIL processes
  • Understanding of how ITSM best practice can facilitate alignment of IT to business objectives
  • Understanding of what can be achieved in business terms through the successful implementation of ITSM and

Round 1

Working in silos (IT and the Business) Communication issues and chaos Introducing the Service Desk and Incident Management

Round 2

Refining and improving Incident Management Introducing Problem Management, Knowledge base and Trend Analysis Introducing Availability and Capacity Management Introducing Configuration Management Introducing Change Management Introducing Service Level Management

Round 3

Maturing the Service Desk and Incident Management Maturing Problem Management and Knowledge base The importance of Change and Release Management Service Continuity Management Event Management

Round 4

Introducing Financial Management Maturing Configuration Management

Round 5

Demonstrate importance of processes and their relationships Review how ITSM maturity has evolved and the benefits to the business


Please contact Deep Creek Center for information.
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