Apollo 13 IT Service Management Simulation Experience

“This business simulation empowers our employees to translate the WHAT of ITIL to processes and activities. This gives us faster acceptance and quicker integration of the processes in our employee’s day-to-day work. It shows us exactly what we need to do in order to stop running and start implementing a controlled and repeatable way of working.” CIO Participant


ITSM Simulation Overview
During this engaging and interactive half-day session, participants learn to apply ITIL® and IT Service Management (ITSM) concepts to solve the mission critical challenges faced by the real life Apollo 13 team. As members of the NASA Mission Control Center, participants design and implement services, employing continual improvement practices in order to ensure mission success. In 2 rounds, “players” are challenged with events, problems, issues, changes and increasing business demand. They must put to use ITSM best practices in order to successfully guide the Apollo 13 crew from launch and the journey to and from the moon, to a safe return and splash-down. These hands-on activities reinforce key learning points of ITIL and ITSM concepts in an unforgettable way.


Learn ITIL by Doing
A growing number of organizations are adopting ITIL and ITSM to manage mission critical IT. While ITIL certification training is a first step toward adoption, real challenges arise when it comes time to apply the principles. The experiential learning environment offered by the Apollo 13 ITSM Simulation Experience is a highly effective way to “learn by doing,” empowering the organization to put theory into practice and turn ITSM knowledge into results.


Workshop Objectives
Participants in this workshop will learn:

  • How to apply ITIL/ITSM best practices in their environment;
  • The importance of defining and documenting ITSM policies, processes, and procedures;
  • The importance of defining clear roles and performance expectations through Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • How to measure and improve performance;
  • How to stay customer focused and set the right priorities based on customer impact;
  • To develop communications and team competencies.


Class Size
8 minimum, 13 maximum

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