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Updated by h l on Jun 05, 2013
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Apollo 13

The ‘Apollo 13 – an ITSM case experience’ is an interactive business simulation workshop. During this workshop participants will see, feel and experience the benefits of applying best practices, such as ITIL and ISM, on IT organizational performance: ‘cost of ownership’ , ‘effectiveness and throughput of processes’, ‘customer satisfaction’. At the same time people will experience what it takes to successfully implement process based working and getting buy-in from all involved.
In 1970 Gene Kranz and his team delivered operational excellence…..Could you perform as well? Do you dare to try? Can you afford to fail? We challenge you to become Apollo 13 mission control and translate ITSM theory into practice to save the astronauts.
The popular Apollo 13 game is available in standard format (hit the link in the title), and also in a dedicated format for the ISM Method (, a standardized ITSM implementation method covering ITIL practices in an easy-to-understand and highly effective format (Apollo 13 for ISM:

ABC of ICT(tm) stands for Attitude, Behavior and Culture within ICT organizations. It is these ABC aspects that will determine the success or failure of your ITSM initiatives. Successfully addressing ABC will ensure: buy-in, commitment, involvement, ownership, self improvement, continual improvement and more importantly an ITSM organization that can realize business added value, an efficient and effective ICT organization with satisfied customers and employees.
The card deck consists of 57 cards. 13 cards about Attitude, 13 cards about Behavior, 13 cards about Culture, 13 cards about Stakeholders, 5 jokers (representing People, Process, Product, Partner & Performance).
Each card contains ‘worst practice’ examples of ABC. The aim is confront people with ABC worst practices that they recognize within their own organization. The aim is to trigger the thinking process of the players and open discussion and dialogue about the ABC issues within your organization. To help identify the relevance and impact, and help prioritize and select improvement needs.

Experience AND implement all relevant Service Management processes!
For many years now Control-IT has been used as a successful intervention in the area of ICT Service Management. Control-IT is specifically designed with an ICT Service Management Organisation in mind. Relevant actors and issues surface one by one in the business simulation.
Various scenarios for: ITIL implementation and training, ISM implementation and training, ISO 20000 implementation and training, Service management issues, Facility management issues, Frontoffice- backoffice issues

The Challenge of Egypt

This Business Simulation game takes a team of 12 participants back to the times of ancient Egypt. The team needs to create a project organization in order to build the famous Pyramid of Cheops. During this one day session the team will be confronted with many of the challenges faced by the ancient Egyptians; Nile flooding, wars, the changing desires of the pharao. The team's objective is to fulfil their project task within time, scope, budget and quality.

This highly-interactive ITIL simulation is a high-impact, energetic way to accelerate understanding, involvement, and acceptance of ITSM and ITIL best practice in your organization.
Facilitated over one day in the fast world of global online retail, the PoleStar ITSM ITIL simulation brings to life the behavioral and process issues faced by IT organizations. This is done through realistic ITIL simulation scenarios to which participants can directly relate and have actual experience of. In addition, the PoleStar ITSM ITIL simulation can be run in either ITIL V2 or ITIL V3 mode.

How to submit to speak at TFT12

If you would like to speak at TFT12 please follow the instructions in this video on how to submit to speak on

Vladimirs Ivanovs

„No time to work on improvements? Find it with Kanban!”
How Kanban, Lean, Agile could be applied to ITSM? Vladimirs will share his practical experience from case of insurance company in Russia. He installed Kanban board as a tool for IT management team to execute IT Service Management programme.
Want to learn how to do it yourself?
Twitter: @vivanovs!/vivanovs
Location: EMEA

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