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A winning effort begins with preparation.

Joe Gibbs



At Global Knowledge we accept that the way people learn has changed significantly. Many customers still value the immense benefit of instructor lead training but that’s simply too slow for many people.

We have kept pace with this through investments in technology-enabled learning for example Computer Based Training (CBT), e-learning, virtual classrooms etc. Now add experiential learning to that.  Experiential learning is defined as ‘the process of practically engaging learners in an authentic experience that has ‘benefits and consequences’’.

Experiential Learning has the following characteristics:

  • Experience brings instruction to life
  • You can make mistakes without fear in a risk free environment
  • Helps break down silo mentality by promoting communication and teamwork
  • Shows the importance of Information Systems alignment with business goals
  • A highly effective enabler of change
  • It makes learning memorable with average retention rates for experiential learning solutions in the region of 80-90%

What We Do and How

Working with our partners from G2G3 the Service Management simulation is a high-impact, energetic and practical way to accelerate understanding and acceptance of the features of ITIL across an organisation.  The most effective simulations are based on realistic, easy to relate to scenarios. The optimal number of attendees for these simulations is approximately 15-20 people.  Each participant within the simulation would be allocated a role within the game, most likely a role for which they are not familiar, in order to extend their appreciation of the roles and challenges faced by colleagues.

The Service Management simulation uses iterative gaming techniques based around the Kolb learning cycle in the form of rounds.  This works well in the terms of experiential learning theory as the participants progress through organizational maturity through the rounds - starting at chaos in round 1 and progressing to full maturity and business value in round 5.

In addition, lead by our expert facilitators, the Service Management experience continues between rounds through defined transition phases which require the participants to engage in planning for continual service improvement.

Key ITIL concepts and terminologies are introduced throughout the game, ensuring a high degree of familiarity with the standard by the end of the game.