Feedback- Slicker ITIL conference 2008
We ran a special 2 round version of the Apollo 13 simulation game at the Slicker ITIL conference 17-18 June 2008. Read the feedback from conference attendees who played the game.
Feedback
Very good exercise – Good processes and people lead to success.
Interesting subject to base the process on, which enthused everyone to take part. It reinforced that people should perform within their roles and responsibilities. There needs to be a method to make sure processes are implemented and followed. It also showed we need to focus work on deliverables to the customer and not technical goals.
Very enjoyable and Valuable exercise – The game demonstrated the importance of communication, understanding peoples roles and processes. It was particularly useful in highlighting the importance of getting the service desk function right.
Excellent learning opportunity – I learnt what it was like to be the service desk manager! And how you must combine the people and process. You can have brilliant technical staff but if you cant get their buy-in and attention in critical situations you will fail.
Very thought provoking – It demonstrated
- You need clear procedures
- People need to understand the procedures
- Relevant tools are required
- Communication is key
- Adherence to the procedures is essential
- Business needs change and continuing communication with the business is essential.
Very good – showed the importance of communication, structure and the KEDB on the service desk
Very enjoyable – would be great to experience the full day event. It was a good job that my team weren’t guiding the real Apollo 13 home! It did teach me that in order to achieve a fully functioning and valued service it’s crucial to ensure every area is working to its full potential.
Career defining – A lifetime of problem management comes into force.
The game was very well organised and relevant to my role; 1st round very frustrating, learnt from mistakes. 2nd round much better process, communication, team work etc, which led to success.
Excellent: really opened my eyes as to how important it is to make sure processes, tools and people all need to be clear and agreed to make things work.
Excellent experience – People, process and tools do make a difference if they are implemented correctly
Very Valuable exercise: ITIL is about making people use process rather that simply creating the process.
Valuable exercise showing the importance of teamwork and process.
Excellent: I now appreciate the need to plan, test and experience.
Very good, well run and the ends of round feedback sessions were excellent.
Very good, well run and the ends of round feedback sessions were excellent.
Incredible pressure in round 1 Alleviated in round 2 by better planning
Improvements over first round was very significant and good to see! Simple changes to the process and communications can make a big difference to the overall experience.
Excellent way to show people the benefits of ITIL process.
