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Course Detail

PoleStar ITSM - Interactive ITIL® Simulation

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Event Description: This highly interactive, instructor led simulation is a high-impact, energetic way to accelerate understanding, involvement, and acceptance of ITSM and ITIL® best practice in your organization. Facilitated in the fast-paced world of global online retail, Polestar ITSM brings to life the behavioral and process issues faced by IT organizations. This is done through a realistic scenario to which participants can directly relate to through personal experience. This unique experiential learning approach causes breakthrough understanding of ITSM and ITIL Best Practice and transforms learning into an engaging, fun, and highly memorable shared experience.

How it works: The workshop is designed to introduce key ITSM and ITIL concepts through gaming dynamics. Polestar simulations can be delivered over 3-5 "rounds", depending upon the organizational challenge to be addressed. The simulation structure reflects the service management lifecycle approach as defined by ITIL 2011. 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. 

What you will accomplish:

  • 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 2011


Round 1
Working in silos (IT and the Business)
Communication issues and chaos
Introducing the Service Desk and Incident Management

Round 2
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

Round 3
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

Round 4
Introducing Financial Management
Maturing Configuration Management

Round 5
Demonstrate importance of processes and their relationships
Review how ITSM maturity has evolved and the benefits to the business

Who Should Attend: Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Prerequisites: None

Exam: None

Reference Material: The class comes complete with the game materials and booklets that will enable all students to successfully complete the program.


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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.