Northern Illinois University
AWARENESS SESSION SERVICE MANAGEMENT NIU
OUTCOMES & RESULTS
After this session the customer had a improved awareness how customer focus should look like in terms of desirable behaviors. They also had this action plan and the buy-in from the key roles in the team. The last day session was seen as a formal kick off for the improvement cycle.
We designed a 4 days program starting with a meeting with the key-roles in the team to define 'Desirable Behaviors'. Then we ran 3 Grab@Pizza simulations to create Business and IT Alignment awareness followed by a 1 day session to translate lessons learned into a detailed action plan.
The IT team wanted to learn how to improve their ITSM processes and how to improve the customer focus. They made some significant ITSM investments, but still they had some difficulties with Business and IT Alignment.
Love using GamingWorks Solutions simulations as the catalyzing events that make our process training real. Nobody would train network engineers how to use routers without providing a test lab or network simulation tool. Nobody goes live on an ERP project without training in the QA environment. But where does process training become real? Not in ITIL or PMP classes! It becomes real only in a business simulation where people can experience in real time the consequences and benefits of investing time in process improvement. No other company builds shared belief in the power of process as well as GamingWorks Solutions.
Vice President and Chief Information Officer, Northern Illinois University