The workshop Apollo 13 - an ITSM case experience™ according to ITIL® is an intensive one-day workshop that teaches ITIL® concepts and practices through an interactive game. During the training, situations from the Apollo 13 mission are re-enacted. As a team, you take over the work of the Mission Control Centre in Houston and your task is to bring the damaged spacecraft and its crew safely back to Earth. In this way, together with your colleagues, you playfully learn about the potential of ITIL® processes.
Basic terms, core principles and models of ITIL® are introduced to teach how companies can achieve increased value creation through the use of optimised and business-oriented services.
The complete cycle of a service with the 5 processes Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement - is run through.
A set of balanced performance indicators is used to assess service performance and at the end of each round, the quality of service performance is recorded in the reporting.
No previous experience is necessary.