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Polestar ITSM Simulation

Course Code



1 Day

PoleStar ITSM is a highly participative face to face experiential learning workshop suitable for 8 -20 participants. Available in a number of industry variants, the PoleStar ITSM simulation suite is a powerful way to create break through understanding of the benefits of ITSM and IT Infrastructure Library (ITIL) best practices and related tools.

The curriculum covers many of the core process areas of ITSM, or it can be tailored to focus on specific process areas relevant to your current ITSM journey.

Simulations help get buy in and support by developing an understanding of the positive impact of your ITSM initiative. Create an ‘a-ha’ moment by building immediate situational awareness for any role across an enterprise:

  • Executives
  • Management Team
  • IT Staff
  • Business
  • Creates rapid familiarization with ITSM/ITIL terminologies, tools and processes
  • Provides realization of the contribution that enterprise IT makes to business success
  • Breaks down silos, energizing and motivating staff towards successful change
  • Creates commitment to ITSM related improvement programs
Round 1
Working in silos (IT and the Business)
Communication issues and chaos
Introducing the Service Desk and Incident Management

Round 2
Refining and improving Incident Management
Introducing Problem, Knowledge Management and Trend Analysis
Introducing Configuration, Change and Service Level Management /Business Relationship Management

Round 3
Maturing the Service Desk and Incident Management
Maturing Problem Management and the Knowledge Base
The importance of Change and Release Management
Service Continuity Management and Event Management
Supplier Management and Information Security Management

Round 4
Introducing Financial Management (Service-base Costing)
Maturing Configuration Management and Service Level Management
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