ITSM in Action—The TTS Apollo 13 Simulation
Tufts Technology Services (TTS) recently sponsored a series of IT service management (ITSM) workshops for 30 information technology professionals and customers from university departments entitled, “ITSM in Action—The Apollo 13 Simulation.”
The one-day interactive workshops, which were conducted by Pink Elephant, a leader in ITIL (Information Technology Infrastructure Library) training delivery, helped participants from across Tufts to apply ITIL and ITSM concepts to a simulated real life situation using the historical events involved in the “successful failure” story of Apollo 13. Participants worked together and against time to develop, plan, organize and execute specific activities that reinforced key learning points of ITIL, while trying to reach a successful outcome for the astronauts. Individuals were assigned various roles including flight director, capsule communicator, technical specialist, and incident, change control and problem manager.
The integration of customers from university departments into the simulation helped create visibility into the challenges that IT professionals encounter each day, while providing an opportunity to deepen the relationship between IT service providers and IT service users.