Simulation of ITSM Processes as Training Tool Set

Abstract

As IT Service Management becomes more and more common in actual IT organizations, the need of trained personnel raises sharply. To cover theses needs, companies can either train their employees or they hire new employees, who possess these skills already. But what competence is required and how should it be trained? Employees will need some knowledge of the IT Service Management systems, they are going to work with, but even more they have to study and understand the fundamental processes of IT Service Management. Today several simulations respectively simulation games are used to give participants a general comprehension of IT Services and a slight insight into some processes. Nevertheless, this experience is quite far from the real processes and without further training a lot of time and effort is needed to completely transform the IT organization. The closing of this gap is addressed in this paper. It proposes training with realistic and more detailed simulations based on an IT Service Management process model as a valuable solution.