In September 2009 Service & Support Forum conducted an Apollo13 simulation game for ITU (The Danish IT University). The purpose was to kick start their Master Class with a practical experience to put all the upcoming ITSM theory in perspective. The game participants were IT Managers from different companies and already being process-focused, it became clear that their prerequisites for playing Apollo13 were somewhat different than those of the traditional player. The outcome of the game, however, was very clear. These are statements from the participants about their experiences of the day:
Well defined processes and clear roles and responsibilities are very important for the effectiveness and efficiency of an organisation
Use reflection to improve existing processes
Trust your colleaues – they are doing a great job!
Make sure that you have and use a well defined set of prioritisation rules
Gathering knowledge is difficult but important in order to support the processes
Measuring your processes will enable you to improve these based on facts instead of hunches
Select and build your tools based on the roles that will use them
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