The video outlines how in-room enterprise IT simulations translate theory into practice to build service-management maturity, align stakeholders from CxO to operations, and deliver actionable pathways to improved service delivery.
📊 Quick Facts
| Type | Interview |
| Author | Alexandre GAIN |
| Published | April 1, 2026 |
| Source | Visit Source |
| Location(s) | WENGER Business Center |
🖼️ Illustrations
📝 Abstract
[Summary generated by AI] In this presentation, the person interviewed describes the design and use of in-room simulation environments that mirror real enterprise IT operations to accelerate service-management maturity and organizational change. Resources include a modeled business underpinned by a complex IT infrastructure; defined services and roles; cohorts of 10–20 participants; a facilitator who tailors scenarios to the client’s day-to-day challenges; and timed, multi-round exercises. The method emphasizes experiential learning: participants run the business through four iterative rounds, initially confronting chaos and then implementing foundational improvements such as clearer communications, role and responsibility definition, and establishment of service desk, incident, problem, change, and capacity management practices. Subsequent rounds build on configuration, availability, and service-level management to demonstrate cumulative performance gains. The simulations are positioned for multiple audiences—CxO strategy setting, senior-management buy-in, operations execution, and customer persuasion regarding solution value. Outcomes include rapid recognition of real-world parallels, measured progression from ad hoc activity to optimized service delivery, and a shared end-state model aligned with the organization’s target operating state. Deliverables comprise participant ownership of the improvement program and a clear, actionable understanding of how to accelerate implementation and success.