Attend the Hands-On Service Management Workshop at Pulse

Service Management in Action.

How can service management professionals across many industries better understand and visualize the full scope of their jobs—especially if they're just beginning to implement ITIL (the Information Technology Infrastructure Library) best practices?

One great answer to that question: the IBM Service Management Simulator Workshop (Cloud Version), to be featured at Pulse 2011 on February 27th. For many attendees, this workshop will represent an incredible and eye-opening learning experience, demonstrating how to apply service management concepts in the real world, and how the effectiveness of IT processes can impact the business.

Important as it may be, coming to grips with the complexities of modern IT service management is no simple trick. As new solutions, architectures, processes, operational shortcomings, business strategies, demand levels, and other variables change, IT must constantly change in parallel—keeping what it does, in a holistic sense, in the closest possible alignment with what end users or customers actually want.

Additional difficulty lies in the fact that with different operational roles come different perspectives on the subject of how IT works (or should work). A line-of-business manager perceives IT through a fundamentally different lens than a top-tier executive; an IT professional, naturally, sees IT differently from both. And still more complexity stems from the fact that within IT, different domains typically define how staff members think and work.

Bringing all these groups together, to pursue service management goals cohesively and collaboratively, can sometimes be exceptionally challenging.

Small teams work collaboratively in a real-time simulation game

For all these reasons, the IBM Service Management Simulator Workshop at Pulse will be, for many attendees, a superb and interactive opportunity to move from confusion to comprehension via a very short path, and a means to understand how to apply ITIL best practices in the pursuit of improved overall service management

"The IBM Service Management Simulator Workshop, to be featured at Pulse 2011 on February 27th, will, in a handful of hours, represent an incredible learning experience on a topic that gets more important each year: how to apply service management concepts in the real world."

What is the simulator workshop?

Very simply, it's built around a game:

In only three hours, workshop participants will discover how they can bring IT services into significantly better alignment with business goals and strategies. And they'll also find that that goal can be much more easily pursued via enhanced visibility, control, and automation—the overarching themes of the modular IBM Tivoli service management platform.

Each workshop involves from 1-20 players, and the players are assigned roles drawn from four different organizational groups: executives, line-of-business managers, service desk professionals, and technical operations professionals.

Three simulation rounds take place in sequence. In each, a hypothetical logistics company, depicted on the game screen, is faced with emerging challenges of different kinds. The team of employees must work together to address these problems in real time, minimizing costs and business risks while maximizing service levels, customer satisfaction, and overall business value. For those who, until now, have only seen ITIL as a theoretical framework, the simulator workshop will come as an eye-opener.

Visibility, control, and automation spur business value

How will the team track its progress?

Specifically, players will watch as both business goals and IT goals are addressed (or not addressed) in areas such as shipments failed or completed, IT systems up and running or down and out, and revenue obtained or lost. The effectiveness of player decisions will directly make or break the logistics company as it faces this wide variety of challenges. The more accurately and quickly the team can identify and diagnose these challenges, the better the business outcome.

Of course, knowledge is not enough; action is required as well. Thus, the team will then be required to make adjustments via effective control over IT—ideally, in an ITIL-approved, accelerated fashion, getting systems back up when they go down and restoring services in as prioritized and complete a manner as possible. In this way, the impact on the customer experience is minimized, and the revenue and brand strength of the organization is maximized.

And, of course, in some cases it's possible to leverage the increasingly intelligent solutions available today to perform common, everyday tasks with greater efficiency (and cost-efficiency) than human talent could. This is automation, the third essential strength of IBM Tivoli offerings. One of the leading benefits of intelligent automation, of course, is the fact that human talent can then be dedicated to more complex tasks of higher business priority, such as the creation of new services designed to fulfill emerging demand—a great illustration of what it means to align IT with business goals.

By the final round, players will be substantially more efficient and mutually aware of end-to-end service management challenges than in the first—not to mention exceptionally well positioned to return to their organizations in the real world, and share and implement some of the key ideas they've learned.

Anyone interested in attending the workshop should know it takes place on Sunday, February 27th, from 12pm to 3pm—a period in which there are no conflicts with other sessions, to make it as easy as possible for people to experience it.

To attend, send an email to

And while the primary audience for the workshop is likely to be those who are just getting started with ITIL implementation, it can also be of tremendous value to those who'd like to refine or test their understanding in a specific way—not to mention come up to speed on the service management implications of cloud architectures, and the bright promises they offer to professionals of all kinds, working in all industries.

And if you can’t get to Pulse on Sunday, you can also attend our Integrated Service Management Simulator Overview breakout session on Monday or Tuesday at Pulse from 11:00am to noon. In this session, you will:

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