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.