Note: The BSM International Airport Simulation course is included in the the 3-day ITIL Foundation Certification course.
BSM International Airport Simulation Video Preview
Click play to view a preview of the BSM International Airport Simulation.
If you have trouble viewing the video, download the latest version of Macromedia Flash Player here.
Course Description
The BSM International Airport Simulation uses the latest in “experiential learning” techniques by placing participants in the IT support function of managing an airport for a day. Time is devoted during and after each exercise to analyze lessons learned during the simulation and applies the knowledge gained to real-world situations.
The simulation itself is set in an airport. The key reasons for using an airport are twofold: firstly airports require high availability on mission critical systems and secondly, everybody is familiar with the problems faced as a consequence of IT failing; most of us have experienced the frustration and inconvenience of delays in airports. In the simulation the airport has grown rapidly and, with an increasingly complex IT infrastructure, a “Service Desk” has been introduced to support the business, along with a “Technical Specialist” team to maintain the infrastructure and resolve any issues that may arise. A supplier function is also included and can provide additional infrastructure and consultancy. Although set in an airport, the true underlying model is one of IT delivering service to the business, and all delegates play a role in this, whether in the business or in the IT team ensuring SLAs with the business are met.
A very simple dynamic exists, therefore, between the Airport (the business), IT and the Supplier. In an ideal world, the agreed service would be delivered as promised. Incidents, however, are introduced to the airport infrastructure and have to be dealt with by IT. Although this may seem initially very simple, it becomes increasingly complex as the rounds progress. Various service management functions must be applied if service is to be maintained including, incident, problem, change, configuration & capacity management. The management functions and best practice are introduced during the post round review, as discussed, with emphasis on input from the delegates.
People issues are a fundamental strength of the simulation and the structure of the incidents ensures that the business of the airport, the arrival and departure of planes, grinds to a halt, frustration emerges and conflict inevitably arises. Drawing delegates from across traditional departmental boundaries allows frustrations to be experienced together. The simulation mirrors the real issues experienced in day-to-day business and bringing delegates from these departments to discuss possible solutions proves particularly powerful, with the consequence that improved cross-departmental communication is a key benefit of the day.
The underlying concept of fun, experiential learning reinforces the key best practice concepts in a way that is not only memorable but also that leads to understanding of, and buy-in to, the whole idea and concepts of IT Service Management.
Prerequisites
Students should have experience with the specification, development, installation, and/or management of information technology processes or services.
[an error occurred while processing this directive]
