The introduction of the long awaited third edition of the IT
Infrastructure Library (ITIL) brings the best practice framework for IT
Service Management firmly into the 21st century. It essentially takes
the common sense approach of ITIL V2 to the next level by adopting a
service-oriented life-cycle approach to ITSM that is aimed at aligning
the IT and business spheres.
In light of this challenging change, Foster-Melliar's longstanding
partnership with G2G3 enables them to provide a highly effective
training method that is aimed at accelerating the adoption of ITIL V3
through simulation by means of an innovative product called Polestar
ITSM. “G2G3 is the leading provider of communication tools, gaming
solutions and simulations that propel enterprise IT and business
alignment,” says Linda King, head of Marketing G2G3.
“Polestar ITSM is a highly-interactive simulation that offers a
high-impact, energetic way to accelerate understanding and acceptance of
Service Management concepts such as ITIL V3. The Service Management,
cultural and process issues that are faced by organisations is brought
to life through Polestar ITSM, ultimately encouraging strategic
partnership between IT and the business. It is achieved by means of
realistic, exhilarating scenarios to which participants can directly
relate to and have an actual experience of,” explains Russell Steyn,
Foster-Melliar’s general manager of Strategic Development.
The Polestar simulation uses gaming dynamics to mirror the real world
interaction between IT and the business, from both a strategic and
operational perspective, which is normally delivered across five rounds.
The simulation structure is designed to reflect the entire Service
Management lifecycle as defined by ITIL V3 whilst incorporating the
elements of the ISO/IEC 20 000 standard. Participants progress through
the rounds, increasing operational maturity and gaining an holistic
understanding of quality Service Management as they go. In addition, the
simulation experience continues between rounds through defined service
transition phases, which require the participants’ engagement in
planning for strategic and operational continuous service improvements.
Hundreds of organisations across the world have invested heavily in V2,
spending considerable amounts of time and money bringing their people,
processes and technology in line with the teachings of V2. “ITIL V3 is
not however a complete change to ITIL life as we know it,” says Russell.
“The ITIL V2 processes continue to be a core element of V3, but they
have been absorbed into the wider, all-encompassing life-cycle approach.
The seamless integration between old and new means that organisations
do not need to reinvent the wheel in order to take their service
management into the realms of V3.”
To bring staff members that are new to ITIL V3 up-to-speed may
constitute a significant learning curve, which needs to be addressed.
“Accelerating the adoption of ITIL V3 and bridging the gap between V2
and V3 through simulation might be the answer as it allows participants
to experience it through simulations or gaming solutions. This approach
greatly enhances the understanding of the concept in addition to
transforming learning into an engaging and highly memorable shared
experience. The technique of utilising simulations for training have a
significant success rate, with participants absorbing 89% of the content
during the training session in addition to showing a further 63%
retention rate three months later. The beauty of this approach is that
it accelerates cross-organisational understanding of the complexities
and guidance of V3 allowing everyone to speak the same language in no
time,” explains Russell.