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service management in action
who should attend SMIA is aimed at all levels and functions within an IT services operation. It is also of value to those people whose roles depend on and interface with IT staff. prerequisites There are no prerequisites for this course. content The day begins with an introduction to IT Service Management (ITSM) and ITIL to provide participants with a basic appreciation of the aim and elements of IT Service Management. The remainder of the day is dedicated to playing 5 rounds of the "FoxPort" game. The objective of the game is for the business, a port authority, to generate as much revenue as possible. By maximizing the availability of the port infrastructure and minimizing the impact of incidents, participants learn hands-on how process improvements lead to better business performance. Participants assume various roles involved in providing the business and technical support to drive the business. The game includes a large game board where the docking and un-loading of ships takes place and a full size display screen showing the ship movements, financial situation, availability levels and incidents. Following each round an experienced facilitator will help translate experiences and lessons learned into process improvements to increase profitability in subsequent rounds. At the end of the day there will be an open discussion on overall lessons learned and how they relate to the client’s current mode of operation. customization Service Management in Action can be customized to suit specific client needs and requirements. |
Service Management In Action (SMIA) is an innovative
business simulation game that provides participants with practical
experience aligning business and technology processes. During a lively
and energetic day, teams of participants manage their own business and
experience for themselves how improved processes underpinned by good
teamwork result in improved business performance and profitability.
Mexico