‘Houston, we have a problem’
Fifty-five hours and fifty-five minutes into the mission. Imagine you are on board Apollo 13 when one of your crew members reports hearing a loud ‘bang’. Your spacecraft is slowly dying. You have a serious problem, unless you and the ground support staff start working as a team to solve this problem. But remember, time is running out, fast! Welcome to the ‘Apollo 13 – an ITSM case experience™’ simulation game.

In this unique course, you will learn the basics of ITIL along with the exciting experience of a business simulation game, based on the actual Apollo 13 mission. The ITIL v3 Foundation Certification course introduces concepts of IT Service Management (ITSM) based on the industry standard IT Infrastructure Library (ITIL) and describes how this can be applied within an IT organization. This course prepares students to take on the ITIL v3 Foundation examination and helps students recognize the success factors in applying ITIL best practices.

• Identify the key principles and concepts of IT Service Management.
• Identify the benefits of implementing ITIL in an organization.
• Identify Service Management processes and understand how they map to the Service Lifecycle.
• Identify the basic concepts and definitions related to the Service Lifecycle.
• Identify the activities and roles involved with the Service Lifecycle.
• Identify the relationships among the components of the Service Lifecycle and understand how they map to other components.
• Identify the factors that affect the effectiveness of the Service Lifecycle.
• Experience the benefits of best practices in action.
• Identify success and fail factors in applying best practices.
• Learn how to use ITIL to realize and demonstrate service agreements.

• Mandatory 8 participants minimum
• The course will revert to a standard ITIL v3 Foundation training class, with the exam at the end of the 3rd day should the 8 mandatory minimum participants not be available for the Apollo 13 business simulation
• 25 participants maximum
• 10 tables of 1 x 1,8 meters (3 x 6 feet)
• The game room needs to be a minimum of 8 meters by 8 meters (26 x 26 feet).
• 1 break out room from the classroom that can accommodate required tables in an open square configuration, with plenty of room remaining for participants to walk around comfortably from table to table
• A whiteboard, flip chart and a Projector/Beamer will be required
• The exam will be scheduled from 4:00 – 5:00 on the fourth day

Upon successful passing of the ITIL v3 Foundation exam, the student will be recognized with 2 credits in the ITIL® v3 qualification scheme.