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Applied games that develop ITIL understanding and insight

Exploring ITIL through our training games

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Each of our business simulation games has been designed with ITIL in mind. As such, each game can be used to illustrate and discuss several ITIL practices. 

The original focus of our games was the ITIL v3 Capacity management process and SAM process from which the games were born. Over the years, the games have extended and expanded in their coverage, smoothly transitioned into ITIL v4.

Over the years, the games have been adapted and extended, incorporating specific ITIL practices. Thus, the games can be used to experientially gain an understanding of the scope of these practices and what it means to an IT organisation.

Our business level game (UPGRADE!) is heavily focused on the service value chain (SVC) activities of PlanImprove and Engage. It can be used to explore strategy management, relationship management and service financial management

Our service level games (Stabil-IT and DELIVER!) are heavily focused on the SVC activities of PlanImprove and Deliver and Support. They can be used to explore incident and problem management as well as knowledge and release management.

Finally, our infrastructure level game (DEPLOY!) is heavily focused on the SVC activities of Obtain/build and Design and transition. It is perfect for exploring capacity and performance management in tandem with deployment management with further elements of infrastructure and platform management as well as IT asset management, and workforce and talent management.

Logo for the strategic planning and demand management applied game: UPGRADE!

...bringing you the IT Business layer focusing on strategic planning and IT demand management

Overview of the key actors in the Total-IT buiness layer simulation, UPGRADE!

ITIL practices covered in UPGRADE!

General management practices: Strategy management (high focus)

In-keeping with the definition of strategy management you will be deciding how best to use your available time and money to achieve the stated mission. This will include both tactical and strategic decisions over the course of the simulation.

General management practices: Relationship management (medium focus)

Contained in ITIL 4 foundation examination

Your main stakeholders are the users of the solutions and the solution sponsors, the managers in your facility responsible for the departments impacted by the solutions. You working to train additional users in the solution areas to make them more effective. This will bring you influence which you can use to secure additional funding from the area sponsor. It is important that you pay close attention to the sponsors over the course of the simulation in order that you can maximize the business value you deliver to the company.

General management practices: Service financial management (medium focus)

The goals of the company are ambitious and demand much of your financial management. You have limited financial resources available to you and you must use your investments to their maximum at each step of the way. 

ITIL infographic for Strategic planning and demand management simulation - UPGRADE!
Agile IT service management - ITIL infographic

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)

ITIL practices covered in Stabil-IT

Logo for the agile IT service management applied game: Stabil-IT

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

Overview of key actors in the Total-IT service layer simulation, Stabil-IT
Logo for the IT infrastructure planning applied game: DEPLOY!

...bringing you the IT Business layer focusing on strategic planning and IT demand management

Key actors represented in our IT ifrastructure planning game - DEPLOY!

ITIL practices covered in DEPLOY!

Service management practices: Capacity and performance management (high focus)

This business simulation relies on effective capacity management of your infrastructure platforms with careful planning of life-cycling activities and balancing of existing and future workloads to maximise utilization and minimize operational costs.

Featured in ITIL 4 foundation examination

Over the course of the simulation you will ensure that you are able to efficiently deploy the projects needed by the company. This is a central theme to the simulation and it is through managing and automating the deployments that you are able to create income and business value.

Technical management practices: Deployment management (high focus)

Whilst it is possible to deploy most projects to a public cloud, you still need to maintain sufficient resources in your server room to provide a cost effective alternative. Your server room can support three platforms across its pools and your ability to provide capacity in the platforms directly translates to the your ability to support workloads that need those platforms.

Technical management practices: Infrastructure and platform management (medium focus)

Featured in ITIL 4 foundation examination

The team you manage can be increased, developed and augmented with technical solutions. Careful development of your team, both in size and capability, is crucial to your success.

General management practices: Workforce and talent (medium focus)

ITIL info-graphic for DEPLOY!