PoleStar™ ITSM Simulation
Propelling the Enterprise to Faster, Better Technology Results
The goal of this course is to improve
the organizational appreciation for and
performance of project management
by building energized and successful IT
organizations, accelerating understanding
of IT service management best practices and
promoting the use of these practices toward
IT and, in turn, enterprise and organizational
success.
Round Four
Introducing Financial Management
Maturing Configuration Management
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Round Five
Demonstrating the importance of processes
and their relationships
Reviewing how ITSM maturity has evolved
and the benefits it brings to the business
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This interactive simulation is a high-impact,
energetic and fun way to accelerate
understanding, involvement and acceptance of
Information Technology Service Management
(ITSM) best practices in an organization.
Facilitated over one day in the fast world of
global online retail, this exciting course brings to
life the I T-based behavioral and process issues
faced by organizations. Authenticity is achieved
through realistic scenarios to which participants
can directly relate and with which they will be
surprisingly familiar.
What You Will Learn
You’ll learn how to:
Create shared energy for ITSM success
Gain buy-in and commitment for ITSM
programs
Implement best practice initiatives
successfully - in particular, IT Infrastructure
Library® (ITIL®) V3
Become service-focused, as opposed to
technology-focused
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Course Overview
Normally delivered over five rounds, the
PoleStar ITSM simulation introduces key IT
service management components using fast-paced, highly-interactive gaming dynamics.
Round One
Working in silos (IT and the Business)
Facing communication issues and chaos
Introducing the Service Desk and Incident
Management
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The PoleStar Simulation The PoleStar Simulation is a high-impact, energetic way to accelerate understand- ing, involvement and acceptance of ITSM best practices - particularly ITIL - within your organization.
Facilitated in a highly-realistic high
technology industry scenario, the simulation brings to life the behavioral and process issues faced by IT organizations. This
unique experiential learning approach
causes breakthrough understanding of
ITSM and ITIL concepts and transforms
learning into an engaging, fun and highly
memorable shared experience.
Progressing through the rounds, participants
gain increasing operational maturity and
a holistic understanding of quality service
management along the way. The simulation
experience continues between rounds through
defined service transition phases, which engage
participants in planning for strategic and
operational continuous service improvements.
Prerequisites
Any experience working in or being impacted
by IT projects
Course Level
Basic/Intermediate
Who Should Attend
Among those who would benefit from this
learning experience are IT project managers,
IT project team members, Business Analysts, I T
operational staff, end users, executive sponsors
and members of steering committees for
projects relying upon technology.
Round Two
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
Facing Business Relationship Management
issues
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Round Three
Maturing the Service Desk and Incident
Management
Maturing Problem Management and the
Knowledge Base
Realizing the importance of Change and
Release Management
Introducing Service Continuity Management
and Event Management
Introducing Supplier Management and
Information Security Management
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Take advantage of the flexibility, customization, focus and control that onsite training offers and let us tailor a course or program to align with your
company’s mission, values and unique business needs. We can deliver any course to your team or organization in a private format - at your location, at
one of our training sites or in a virtual setting. Email us at onsite@iil.com for a free consultation today or visit www.iil.com/onsite for more information.
TRADITIONAL CLASSROOM: Engage with our instructors and a diverse group of peers in a Traditional Classroom version of this course.
#3040 / 1 Day
CEU Credits: 0.7 / PDU Credits: 7
Price: USD 495
ON-DEMAND LEARNING: Set your own pace
with a recorded online version of this course
and log on when and where you learn best.
