Serious games for better learning - IT Service management

Strategic thinking    Service management    Agile – working in sprints


Training content of serious game - header image 


Service layer
Root cause analysis
Life-cycle management
Knowledge management
Service level
Business value
Service level agreement
Technical service
Application service
Sprint (planning)


Download rules

Info-graphic overview of the IT service layer

You are one of a number of teams, each of which is in charge of a specific business solution area which needs to be improved and life-cycled.
Each team must respond to incidents in their solution caused by the activities of other teams as well as the periodic life-cycling of the underlying technical services.
Each team is trying to extend their influence, the knowledge that they have about their solution area and increase the stability of their solution area to enable it to resist disruption and incidents. The business users are also forwarding improvement requests which need to be prioritised.

An agile approach
Actions are taken in a series of sprints, each with a fixed amount of effort available. If there is insufficient time to perform the actions you want or if you have time available, you can discuss and trade with other teams.


Picture of board layout for service management game - Stabil-IT
You are managing a small industrial facility with up to five active business areas over a 6 year gaming period. Up to now, you have only had basic IT solutions in place but there has been a strategic decision from on high and the race is on to bring the solutions up to par through life-cycling in each business area.

Each player has a board representing their production facility. The board is divided into four quadrants, each representing a different area of the business along with the number of users trained to use the IT systems in that area; Administration, Manufacturing, Warehousing and Logistics.

Each business area is supported by a solution which is upgraded through the game. You have three types of solution to choose from; gold, silver and bronze. Naturally the executive management team wants to have all business areas fully integrated with best-in-class solutions but you know that you can't achieve this in the time available. so it's a compromise. Do you focus on integration at the expense of maybe not having the best solution or do you go for the best solutions, knowing that you probably won't have timeor money to fully integrate them?

Each year you have three action rounds in which the solutions can be upgraded, the number of users can be increased, management can be asked for financial commitments, system performance can be improved and solutions can be integrated. At the end of the year, you pay for the workload you have supporting your business areas and receive revenue for connected users