Absolutely anybody working in or around IT service management. From service desk to user, manager to customer, system architect to business analyst, in fact the game principles transcend rank, seniority and role. The simulation is best at its most powerful with at least 12-16 participants.

- Create the desire for IT Service Management (ITSM) success
- Gaining buy-in and commitment for ITSM programs
- Successfully implementing best practice initiatives in a safe environment
- Becoming service and business outcome focused, as opposed to technology focused

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 Management and Trend Analysis
Introducing Availability and Capacity Management
Introducing Configuration Management, Change Management and Service Level Management
Business Relationship Management

Round 3
Maturing the Service Desk and Incident Management
Maturing Problem Management and the Knowledge Base
The importance of Change and Release Management
Service Continuity Management and Event Management
Supplier Management and Information Security 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

Formal service management education may follow in the shape of the ITIL foundation course