A facilitated ITSM simulation demonstrates how integrated processes, metrics, and cross-functional collaboration move a business from loss to profit across iterative rounds.
📊 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 video, the author facilitates an experiential IT service management (ITSM) simulation designed to illustrate how integrated processes and effective communication between business and IT functions drive measurable business outcomes. Resources include a simulated enterprise environment with transaction flow data, performance logs, financial dashboards tracking revenue, cost of service, and profit, as well as incident events (e.g., server failures). Methods center on multiple timed runs with structured, post-run assessments that examine throughput (e.g., 11 of a possible 96 transactions completed in the first run), prioritization of high-value work, and coordination between business and IT roles. The author guides participants to identify gaps in communication, implement preventive actions, and iteratively refine process integration. Outcomes show a progression from initial losses toward break-even and eventual profitability by a later round, accompanied by improved stability and decision-making under load. Deliverables include round-by-round performance reports, a prioritized improvement backlog, and participant reflections evidencing learning transfer. The person interviewed highlights active participation, seeing the “wider picture” of how processes link together, and the training’s effectiveness and enjoyment, underscoring the pedagogical value of immersive, data-driven simulation for business–IT alignment.