An immersive, facilitator-led in-room simulation approach that mirrors enterprise IT environments to build service management maturity and organizational buy-in from CxO strategy to operations.
📊 Quick Facts
| Type | Interview |
| Author | Alexandre GAIN |
| Published | April 3, 2026 |
| Source | Visit Source |
| Location(s) | WENGER Business Center |
🖼️ Illustrations
📝 Abstract
[Summary generated by AI] In this video, the author outlines the design and application of in-room simulation environments that mirror real-world enterprise IT operations to teach best practices across service management, project and portfolio management, cloud computing, security, and business continuity. The resources comprise a realistic business scenario underpinned by a complex IT infrastructure with expected services and roles, a facilitator who tailors issues to a customer’s context, and cohorts of 10–20 participants organized into multiple time-boxed rounds. The method emphasizes experiential, performance-based learning: participants run the simulated business, diagnose bottlenecks, and iteratively implement improvements—starting with communication, role definition, service desk establishment, and core ITIL-aligned processes (incident, problem, change, capacity), then advancing to configuration, availability, and service level management. Outcomes include a measurable progression in service management maturity from chaos to an optimized state, rapid recognition of parallels with workplace challenges, and a shared understanding of the desired end state aligned to organizational objectives. Deliverables are organizational buy-in and momentum for service improvement programs, strategic alignment at the CxO level, operational readiness to roll out changes, and evidence to customers that proposed solutions can deliver promised value.