Polestar ITSM Simulation

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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. 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.

How it works

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. 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 ITIL

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

Training Delivery Options

Our classroom program includes instructor facilitation, game materials and booklets that will enable students to successfully complete the program.



Credits Earned


Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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