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Description:

Course overview

The HP Race to Results Service Management simulation is an exciting and interactive workshop where participants experience the business benefits that Service Management (SM) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is a 1-day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.


Prerequisites

  • IT experience would be helpful but not required

Audience

  • Senior IT Managers wishing to review Service Management within their own organizations
  • Team Leaders and Process Owners, who need to understand the big picture of SM and their part in it
  • IT professionals who need to understand SM at a high level; and
  • Business and project managers who need to understand how SM can support improved business performance

Benefits to you

  • Identify concepts and fundamentals within the ITIL lifecycle and processes involved in Service Management
  • Learn and understand all the basic components that make up SM in a shorter time via a fun and interactive approach
  • Experience the meaning of “the alignment of IT with the business” and see what can be achieved in business terms through the effective implementation of SM

Course outline

Introduction to simulation

  • Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL V3 in a practical environment. In general terms, issues and subjects emerge

Round 1

  • Communication issues
  • Silo working

Service Operation

  • Incident Management
  • Service Desk

Round 2

Service Strategy

  • Service Portfolio Management
  • Financial Management

Service Design

  • Service Level Management
  • Capacity Management

Service Transition

  • Change Management
  • Knowledge Management

Service Operation

  • Further consideration to Incident Management, confirming prioritization levels
  • Problem Management
  • Event Management

Round 3

Service Strategy

  • Service Portfolio Management maturing
  • Financial Management maturing

Service Design

  • Service Catalog Management
  • IT Service Continuity Management
  • Availability Management
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management
  • Release and Deployment Management

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management

Round 4

Service Strategy

  • Service Catalog Management mature
  • Financial Management Mature

Service Design

  • Service Catalog Management mature
  • IT Service Continuity Management mature
  • Availability Management mature
  • Service Level Management mature
  • Capacity Management mature

Service Transition

  • Change Management mature
  • Knowledge Management mature
  • Configuration Management mature
  • Release and Deployment Management mature

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management mature
  • Event Management mature

Continual Service Improvement

  • Service Level Management mature

Round 5

  • Review performance improvement over the 5 rounds, ITIL review, demonstrate link and reliance of processes on each other
  • Review how SM maturity has evolved and relate it to participant organization

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