The Total-IT game of agile service management

 

Agile service management (ITSM) on your tabletop with "Stabil-IT"

Stabil-IT (pronounced stability), is a holistic business strategy game designed to support an advanced game-based learning session centred around agile service management and DevOps. It introduces a number of ITIL practices including a heavy focus on incident management and problem management. In the game, each player has end-to-end responsibility for delivering and improving an IT solution to the business. Over several sprints, the players plan how they will advance their solution, given the limited amount of effort at their disposal. They must remove critical incidents as and wherever they occur, handle upcoming disruptions and life-cycle their solution when able without losing sight of their users' needs.

There is also a strong focus on knowledge management and knowledge sharing in guilds.

All in all a very immersive experience building confidence in an approach of sprint planning as the central mechanism to maintain and develop the IT service layer.

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...bringing you the IT Service layer focusing on service management and agile thinking

Focus on ITIL

This section provides an overview of the coverage of the practices included in ITIL 4, within the business strategy game.

Service management practices: Incident management (high focus)

Featured in ITIL 4 foundation examination

After receiving incidents through the service desk practice, incident management sets out to minimize the disruption caused to the service in line with the agreed service level. Incidents are classified as major or standard with major incidents requiring immediate action. The number of standard incidents permitted on a service is in line with the requirements specified by availability management. Once this number is exceeded, the standard incidents must be addressed to reduce the number back down to an acceptable level.

Featured in ITIL 4 foundation examination

To secure a more reliable performance from your service you may choose to investigate in depth, one of the areas in which you have previously had an incident. This takes a concerted effort but results in a more stable and better understood service.

Service management practices: Problem management (high focus)

General management practices: Knowledge management (medium focus)

Over the course of the simulation you will be developing the knowledge within the company and leveraging that knowledge to be more effective in your activities. Knowledge management is also featured in the use of guilds within the simulation to highlight the need to further share knowledge with your peers.

Featured in ITIL 4 foundation examination

You are tasked with creating two new releases of your service, taking a number of development steps. You also have the opportunity to validate and test your new release. It is strongly recommended that you pursue this course of action in order that you don't create disruption into service operations.

Service management practices: Release management (medium focus)

 
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About the business simulation scenario

The company has divided its business into six solution areas, some of which are managed by a single group and some which are jointly managed. Recently the solutions have been under-performing, losing the confidence of the company and the users.

Your job is to re-establish the confidence in your solution and develop it in line with the requests from your users.

Your mission

It has been a difficult time, the company is running out-of-date software which has been experiencing poor reliability. You need to rebuild the trust of your co-workers and company. You have been tasked with introducing new releases of all the solutions whilst maintaining reliable performance and availability.  

Stability, Knowledge and Influence

You are trying to build up the stability of your solutions to keep them performing under the stress of day-to-day workloads and changes. Failure to do so may result in incidents. Solving incidents can lead to more knowledge and help you develop a more effective team. You will also want to build up your influence ti allow you to take the lead when needed.

The users

The company has a number of engaged users that give you great feedback and suggestions about where to improve your solution. Make sure you heed their advice or they will become disappointed and negatively affect your success.

An agile approach

Actions are taken in a series of sprints, each with a fixed amount of effort available. If there is insufficient time to perform the actions you want or if you have time available, you can try to motivate other teams to help you. As you develop more knowledge you will become more effective, increasing the amount of effort you have to spend each sprint.

DevOps

Your development and operations team will be working to create two new releases during the game. This is done incrementally with 3 development steps and 0-3 testing steps ahead of the final release step. The testing is optional but if you release without testing you will create disruption and a loss of stability. 

Stabil-IT and agile service management in context of Total-IT

Stabil-IT represent the middle, service, layer of the Total-IT simulation stack. Even though the game supports independent use, it is woven into the complete Total-IT simulation space with definable dependencies to/from the other layers.

This adds a richness to the experience and to the associated training delivered through the game.

The business users submit request for service improvements to the service layer

Periodically the technical platforms are life-cycled. The plan for life-cycling is given to the service layer