'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’. The bang is the explosion of the liquid oxygen tank #2 in the Service Module, providing vital oxygen used by the fuel cells that are Apollo’s primary power source. The backup battery-powered electric supply in the Command and Service Module (CSM) has a lifetime of up to ten hours. Unfortunately, you are 87 hours from home. 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.
One-day simulation offering real life situations  The ‘Apollo 13 – an ITSM case experience™’ simulation simulation is an intense, one-day simulation in which ITIL concepts and processes are experienced through the use of aninteractive simulation. In this simulation, real life situations taken from the Apollo 13 mission are simulated. You will work in a team, playing the roles of the mission control centrein Houston. Your mission: bring the crippled spacecraft and its crew safely home. By doing so, you and your colleagues will learn and experience all the benefits of ITIL best practice solutions. ITIL Apollo 13 Special Introductory Workshop This introductory tour is a special opportunity to go through the workshop in a fashion designed to save you time and money. The Art of Service is offering this world-renowned re-creation of the famous space mission in a dynamic one-day event. As a participant, you will receive the exposure you need to evaluate how dramatically a hands-on, true to life simulation will impact your ITIL/ITSM improvement initiatives. Business Benefits: - You will have a better understanding of the ITIL theory as it relates to the Apollo 13 case study
- You will understand the interdependency of processes and the processes’ impact on business continuity
- You will have a better understanding of working processes
- You will have learned how good designs can improve the performance of the service department
- You will learn how to improve working processes by designing and implementing as a team
- You will gain insight into possible improvements in your own working environment
- Show you how using a simulation for team-building can be an invaluable tool to successfully jumpstart ITIL initiatives
Goals The goal of the simulation program is to initiate or speed up the realization process about the practical uses of ITIL in your organization. At the end of the simulation you will be better able to: - Describe the importance of a systematic approach to managing ICT service provision.
- Recognize ITIL as a reference model for management and exploitation.
- Be able to name general basic terms and use uniform terminology to describe the working processes for management or exploitation of ICT infrastructure.
- Understand the mutual dependence of processes and the influence of processes on company continuity.
- Improve processes in your own working environment.
Simulation format In this simulation you work as part of an 8 to 12 member team in the ‘mission control center’. 
The team runs through the various stages of the mission, and is confronted with various situations and events. During the entire duration of the simulation, various ITIL processes are required to enable the mission control center and the crew to solve problems and make changes to the configuration and orbit of the spacecraft in time. The ultimate goal is to get the crew back successfully. Simulation structure The simulation lasts for one day, and consists of four rounds of game play: - Building and launching the rocket
- Orbiting the earth and approaching the moon
- The flight back to earth
- Reentry and splashdown in the ocean.
Evaluation after the mission During evaluation sessions, held after each round is over, you discuss what went well and what didn’t. Is there room for improvement in the way you and your colleagues at mission control cooperated? The evaluation panel discusses the following points: - Improving reporting, routing and monitoring of incidents (Incident management).
- Determining the main cause of the problem (Problem management).
- Recommending a plan for improving service (Service Level management).
- Working proactively to prevent future problems (Problem, Change and Configuration management).
- Realizing improvements in cooperation and making plans to optimize them.
- Solving workflow problems.
- Translating what has been learned to daily practice.
Target group This simulation is designed for: - ICT employees, ICT managers, process managers, team managers and other employees that wish to improve their working processes.
- Employees that want to gain (more) ITIL knowledge or experience.
- Employees who followed the ITIL Foundation course and want to apply ITIL processes in real life.
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Course Content 
