itSMF Singapore and Sapience Consulting delivered a Lunchtime Learning session for a Corporate Plus member in the Banking and Financial Industry on the 4th Aug 2016. This is part of itSMF's 2016 initiative to bring ITSM related learning initiatives to corporate members of the itSMF Singapore Chapter.
For this particular session, Sapience Consulting supported by Gamingworks NL, was invited to deliver an Apollo 13 simulation to the client ITSM team. The Apollo 13 mission is up to today, known as the most successful failure in the history of Mankind. This mission is used as the benchmark for crisis management and learnings were aplenty on how to apply these to the world of IT Service Management
The Apollo 13 Simulation is typically played over a full day and the full session is usually pl
ayed over 4 rounds simulating the entire Service Lifecycle.
Round 1 focused on Service Strategy and Design and this involved the designing and building of the Apollo 13 rocket. Round 2 and 3 covered Service Transition and Service Operation and looked at the Post Launch activities of the Apollo 13 mission. The first three round them culminates into the last round which involves getting the Apollo astronauts safely back to Earth. This would involve having an understanding of the Continual Service Improvement phase of the Service Lifecycle.
With only two hours available from the session, only Round 2 of the Simulation could be played and the team wasted
no time in getting the simulation running. Participants were eagerly anticipating taking part in the simulation having heard much about it.
The participants enjoyed themselves thoroughly in the highly interactive simulation and in the process, learnt many useful things which they could bring back to their everyday work
From the session we took the Lessons Learnt and captured these as part of this report
* Focus o
n strategic objectives and KPIs
* Importance of process design
* Clarity and agreement on roles and responsibilities
* Collaboration and teamwork
* Importance of tooling
The member organization is an organization with established and mature ITSM processes. This is evident when the participants started the planning phase of the game. The Flight Director stood up and made sure everyone knew what the strategic goals and objectives were and which KPIs were needed to be achieved.
The team enthusiastically went about defining who should do what and how things are to be done. Very impressive start to the session indeed.
Yet as the simulation progressed, things started to get heated up and with the participants starting to feel the pressure from increasing incidents, a yelling Flight Director and agitated astronauts, all hell then broke loose.
Well intentioned team members tried to do each other's work when they saw that things were not moving fast enough. All the processes that they had so meticulously design started to fall ap
art. When team members started to take on other member's responsibilities, this mean that their own respons
ibilities were not fulfilled.
Collaboration and communication has always been essential to any successful organization. In this simulation, these two components very often break or make the team in terms of how successfully the complete the simulation. Errors and mistakes are often avoided simply by having proper communications in place. With closer collaboration within the team, things can then get done faster, better.
Another essential learning the team took away from the session was the importance of having the correct set of tools and how such tools can be used to provide clarity to the state of matters.
The session ended all too soon but not before all the participants gained a deeper insight into what they have done well and which areas can they improve in, not just individually, but as teams and as well as for the organization as whole.