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Course Detail

PoleStar Health - Interactive Healthcare ITIL® Simulation



The Healthcare sector is an industry increasingly dependent upon IT. Because of this, its technology providers are under constant pressure to meet aggressive targets, contribute to improved patient care, and address market and regulatory issues, often with reduced financial and human resources.

The PoleStar Health simulation uses an immersive and exciting high-technology healthcare scenario to bring these challenges to life while demonstrating how IT providers can improve efficiency through the implementation of ITSM and IT Infrastructure Library (ITIL) best practices. The simulation leads participants to build their knowledge of ITIL and service management, then collaborate and apply these learning outcomes to implement the practical improvements that will resolve business pains - and ultimately drive improved clinical productivity.

PoleStar Health offers the Healthcare Sector an attractive, low-cost and time-effective alternative to traditional ITSM or ITIL Awareness training, providing instead a fast and immersive learning experience for all levels of business and IT representatives.



The workshop is designed to introduce key ITSM and ITIL v3 concepts through gaming dynamics. Polestar simulations can be delivered over 3-5 "rounds", dependent upon the organizational challenge. The simulation structure reflects the service management lifecycle approach as defined by ITIL V3. In addition, the simulation experience continues between rounds through defined transition phases, which require the participants' engagement in planning for strategic and operational continuous service improvements.

Working in silos (IT and the Business) 
Communication issues and chaos 
Introducing the Service Desk and Incident Management 

Refining and improving Incident Management 
Introducing Problem Management, Knowledge base, and Trend Analysis 
Introducing Availability and Capacity Management 
Introducing Configuration Management 
Introducing Change Management 
Introducing Service Level Management 

Maturing the Service Desk and Incident Management 
Maturing Problem Management and Knowledge base 
The importance of Change and Release Management 
Service Continuity Management 
Event Management 

Introducing Financial Management 
Maturing Configuration Management 

Demonstrate importance of processes and their relationships 
Review how ITSM maturity has evolved and the benefits to the business



  • Accelerated understanding of the benefits of ITSM best practice to large audiences

  • Rapid familiarization with ITSM terminology and ITIL V3 processes

  • Understanding of how ITSM best practice can facilitate alignment of IT to business objectives

  • Understanding of what can be achieved in business terms through the successful implementation of ITSM and ITIL



Senior Healthcare IT and business executives, Healthcare IT management, staff, consultants, project managers, business liaisons and others interested in learning about ITIL in a healthcare environment. 


Schedule Your Sim

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What Clients Say...

Real life examples from the instructor’s experience base made ITIL real for me.

Karl B. NASA

Looking to get the ITIL V3 Foundations certification? Look no further than Beyond20. I was completely satisfied with their methods, curriculum, and real world knowledge. Their 3-day course completely prepared me for the certification test. Give them a try; I’m sure you will agree.

Denis D. Cisco Systems

Great instructor - really helped us to understand ITIL from the bottom up!

Lawrence S. US Dept of State

Using his diverse IT background, [the instructor] had the unique ability to leverage experiences of the group to create practical scenarios that enforce ITIL training objectives. This approach provides real-world examples of how ITIL best practices are applied and reinforces the training material. Highly Recommended!

Mark W. Wells Fargo Bank

I recently took an ITIL Training course with Beyond20 and found their teaching method to be very helpful. As was guaranteed by Beyond20, I passed the certification exam at the end of the course. The instructor was extremely knowledgeable of ITSM and had relevant industry experience. I would highly recommend Beyond20. 

Damien S. Sprint Nextel

The instructor knew his stuff!  The materials were well designed and the course was well paced and very appropriate for our group.

Allan C. United States Forest Service

Rock solid work from high caliber people who are a pleasure to work with. Why can't they all be like this?

Wil L. Sears Holdings Co.