Many times large scale initiatives around ITSM, PPM , Agile practices, or DevOps are not clearly understood...by almost anyone on the team. Why is this important to our customers? Why is this important to us? Why is this important to ME?
Simulations are used to help stakeholders experience the "big idea." Why exactly do we want to address these areas? How would it feel if service providers and customers were really "on the same page?" Through experiential learning and gamification customers and service provider teams can build common visions, learn in an unforgettable way how and why services change how we view our roles and responsibilities, and begin real transformational change by gaining a high level of buy-in and commitment from all stakeholders. Any mix of stakeholders is appropriate, but it is especially powerful if key business stakeholders also participate in these sessions.
A typical simulation runs a half-day to 2 days in lengths; longer sessions include ample time for debriefing, lessons learned, and workshopping activities. If you are concerned that your teams aren't really "rowing the boat in the same direction," a simulation could be just the solution to getting everyone working together toward a common objective.