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Course Skill Level:


Course Duration:

1 day/s

  • Course Delivery Format:

    Live, instructor-led.

  • Course Category:


  • Course Code:


Who should attend & recommended skills:

IT: Executive managers, support staff, consultants, business managers, business process owners, developers, service providers, system integrators, preferably with basic ITSM experience

Who should attend & recommended skills

  • IT: Executive managers, support staff, consultants, business managers, business process owners, developers, service providers, system integrators
  • IT service delivery: Basic (1-2 years’ experience) recommended

About this course

Propelling the enterprise to faster results
Creating contribution realization
Strategically aligning IT and the business
Energizing staff through accelerated learning THE CHALLENGES:
– Creating shared energy for IT Service Management (ITSM) success
– Gaining buy-in and commitment for ITSM programs
– Successfully implementing best practice initiatives, such as the IT Infrastructure Library (ITIL) V3 and ISO/IEC 20000
Becoming service focused, as opposed to technology focused THE SOLUTION POLESTARTM ITSM A strategic catalyst for cultural change. This highly interactive simulation is a high-impact, energetic way to accelerate understanding and acceptance of service management concepts such as ITIL V3. Facilitated in the fast world of global on-line retail, Polestar ITSM brings to life the service management, cultural and process issues faced by organizations and encourages strategic partnership between IT and the business. This is done through a realistic, exhilarating scenario to which participants can directly relate to and have actual experience of. POLESTAR ITSM IN ACTION Normally delivered over 5 rounds, the Polestar simulation uses gaming dynamics to mirror the real world interaction between IT and the business, from both a strategic and operational perspective. The simulation structure is designed to reflect the entire service management lifecycle as defined by ITIL V3. Participants progress through the rounds, increasing operational maturity and gaining a holistic understanding of quality service management as they go. In addition, the simulation experience continues between rounds through defined service transition phases which require the participants engagement in planning for strategic and operational continuous service improvements.

Skills acquired & topics covered

  • Communication
  • Management
  • Maturing Management
  • Demonstration Review

Course breakdown / modules

  • Working in silos (IT and the Business)
  • Communication issues and chaos
  • Introducing the Service Desk and Incident Management

  • 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

  • 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
  • Information Security Management

  • Introducing Financial Management
  • Maturing Configuration Management

  • Demonstrate importance of processes and their relationships
  • Review how ITSM maturity has evolved and the benefits to the business