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ITIL® Business Simulation

Managing High Quality and Cost Effective Services

In the context of ever-changing needs of the Business, constant and consistent alignment between both customers and service providers becomes a must. Continually provide and improve high service quality whilst controlling the cost is the major challenge. Nevertheless, it is not so obvious or easy to establish a customer relationship where customers’ requirements are fully met, and numerous challenges are to be taken up to achieve that objective.

The ITIL® business simulation demonstrates the business value of Service Management processes while focusing on aligning and taking the appropriate balanced actions throughout the Customers, Service Providers and External Suppliers organizations.

The simulation can be applied for Service Management, ISO/IEC 20000, ITIL® and Process Management issues.


 To provide professional insight into managing, organizing and optimizing IT services
 To demonstrate the relationship between the different actors in a service organization and its business
 To understand the causes of problems and pitfalls of Service Management
 To provide insight in the drivers for sound service provision
 To enhance practical understanding of the quest for optimized service management


Participants will discover the value of Service Management and ITIL® best practices, focusing on sound and effective organization of processes, business focus and customer satisfaction.

Basic setup is willingly kept simple: three types of organizations are represented (Business, IT provider and External Party). Players enact ‘production cycles’ during which a variety of breakdowns into the infrastructure will occur. The management team’s task is to optimize availability, so breakdowns and changes must be dealt with effectively and efficiently. In addition, the right priorities and activities must be determined. Performance of the three organizations is measured after each ‘production cycle’ and the results are compared to the Service Level Agreement (SLA) laid down in the service contracts.

The Simulation is composed of 5 cycles of playing, reflecting, providing expert input and planning for the next playing round; thus allowing all participants to benefit from the simulation in relation to their own learning style.


 CIO’s, Service Managers, Program and Project Managers and all other staff contributing to the management of services.
 The Simulation is also recommended for developing service culture and team spirit.




 The pedagogical method of simulations combines the different learning styles: learning by doing, by reflecting, by teaching and by thinking.
 Individual learning, group discussions and acting are combined into one session


Not Applicable


 Course Materials
 Attendance Certificate

Design and implementation Flockdesign Ronse