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Introduction, Nr. 1
                      www.bugasi-labs.com
                      (Prof. Dr. Roland Böttcher)
First hand experience
     provides substantial insights
     • ITIL Foundation classroom teaching may provide necessary knowledge
       transfer but rarely firm convictions to change operational routines
     • Compared to “tell & test” teaching, Fort Fantastic provides a 'fun' way to
       get people understand what ITIL is, why it is necessary and to appreciate
       the benefits.
     • Fort Fantastic illustrates challenges of operating a technical infrastructure
       in a real life situation
     • Practical experience and positive encounter helps to establish broad
       organizational support and overcome resistance to change



  Feedback from Otto Betz
                                  “Fort Fantastic gave me a better
  (T-Systems GmbH, Germany,     understanding ITIL than the entire ITIL
  September 2010)
                                   Foundation classroom course!”


Introduction, Nr. 2
                                    www.bugasi-labs.com
                                    (Prof. Dr. Roland Böttcher)
ITIL Processes covered
         by Fort Fantastic
                                         • Supplier Management
                      not                • Service Catalog Management
                      in Focus           • Request Fulfilment
                                         • Access Management


                                         • Change and Release Management
                      Covered            • IT Financial Management
                                         • Transition Planning


                                          • Service Desk, Incident, Problem, Event

                      Strong                Management
                                          • Service Level Management
                                          • Capacity, Availability Management

                      Focus               • Configuration Management
                                          • Continuity Management
                                          • Continual Service Improvement

Introduction, Nr. 3
                                 www.bugasi-labs.com
                                 (Prof. Dr. Roland Böttcher)
The Scenario: Fun Park
• Operating in summer months
  from April to September
• 14 Attractions,
• 5.500 Visitors daily
• Entrance fee 16,-
• Customer Satisfaction: 75%
• Margin P0: appr. 10%

• Teams: (3-9 participants)
• Capacity: 1-4 Teams per session
• Team Responsibility: Operational
  Management/Restoration of
  failures

Introduction, Nr. 4
                             www.bugasi-labs.com
                             (Prof. Dr. Roland Böttcher)
Seminar Structure
                                           1h                       4h                                    1h


                                    Briefing               Simulation                           Debriefing
 Standard
            (1 Day Seminar)




                              Enable participants:                                       Ensure sustainable
                              • Introduction of the                                      learning outcomes:
                                                      Rd
                                                       1
                                                               Rd        ...     Rd
                                scenario                        2                 6      • What was
                              • Rules                      REFLEX ION                      experienced?
                                                                                                                    Overall
                              • Material                                                 • How does that relate
                                                                                                                    Group
                                                                                           to Reality?
                              • Logic                                                                             Discussion
                                                                                         • What can be taken
                                                                                           away?
                                                                                         • How to proceed to
                                                                                           improve?
                                                                                         •…




Introduction, Nr. 5
                                                           www.bugasi-labs.com
                                                           (Prof. Dr. Roland Böttcher)
Park Manager




                                                                                   Operating
                                                                                   Business




                                                                                          Technical Support




                                                             Process
                                                             Owner
          Control
          Room


                      Error Message



                                                                       Solution Code




Introduction, Nr. 6
                                      www.bugasi-labs.com
                                      (Prof. Dr. Roland Böttcher)
Introduction, Nr. 7
                      www.bugasi-labs.com
                      (Prof. Dr. Roland Böttcher)
Control Room
                                                                     Operating Business




                                                                                          Room Divider
                                       Room Divider
                                                                                                         Technical Support




                                                                                          Room Divider
                                                                    Operating Business
                                        Room Divider




WI-FI Router

                                                                                                         Technical Support

                        Control Room



  Introduction, Nr. 8
                                                       www.bugasi-labs.com
                                                       (Prof. Dr. Roland Böttcher)
The Dashboard




Introduction, Nr. 9
                         www.bugasi-labs.com
                         (Prof. Dr. Roland Böttcher)
Didactical Approach
                                                          Challenge
                              Difficul                        Curve
                                    ty
                               Level
                                    of
                               Team
                                Task




                                                              ...
                                                                                   Dashboard
                                                               No. of Rounds




           Self-induced                                                        On-going Real-time
              Learning                                                         Performance Transparency
          on the Teamlevel
                                                 Continual
                                                 Improve-
                                                   ment




Introduction, Nr. 10
                                         www.bugasi-labs.com
                                         (Prof. Dr. Roland Böttcher)
• 150 Activity Cards are
  available
• Efficiency varies on a scale
  from     -10 to + 10.
                                 Activity Card
• The right Activity Card in
  the right situation ...
• System entry (by no.) is
  done by Control Room




  Introduction, Nr. 11
                                   www.bugasi-labs.com
                                   (Prof. Dr. Roland Böttcher)
NEW COMPLEXITY LEVEL
                                                                         Attractions are integral part of
                                                                        infrastructure layers (e.g. Power
                                                                                  Distribution)
                                     L2

                                                                                 P0
                       Y1

                                   T-Rex is                                            T3

                                 connected to
                                 the node Y1.



                                                                                            C9




                                                                         T6




                                                    K5
                            J7




   Stromverteilungsplan (PDS)
Introduction, Nr. 12
                           www.bugasi-labs.com
                                          (Prof. Dr. Roland Böttcher)
Introduction, Nr. 13
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Unique Fort Fantastic Features
               Each Gaming option has a clearly
                 defined bottom line impact                                      Learning Success

                 Dashboard provides real-time                                    Visibility of Cause
                    transparency of results




                                                             Experimental
                                                                                     and Effect




                                                               Learning
                Different teams compete under
                     comparable conditions                                       Competition & Fun

                Day wise simulation of periods                                   Pressure & Drive

              Interesting & challenging scenario
                                                                                   Motivation &
                                                                                   Engagement

                       Role based interaction                                      Teambuilding

Introduction, Nr. 14
                                                   www.bugasi-labs.com
                                                   (Prof. Dr. Roland Böttcher)
Learning Objectives
                                                                                        Target
                                  Understanding the need for Process                  Audience
                                   Management
                                  Antecedents of task-related                    All levels of
                                   communication
              Learning                                                            employees
                                  Challenges connected with team                     who actively
        Outcomes of                leadership                                     participate in teams
          FF – Seminars           Methods to handle interfaces of                 and/or experience
                                   administrative processes                           the need for
             include                                                                 effective task-
                                  Value of IT Service Management                        related
                                  Benefits resulting from adopting Best           communication in
                                   Practice Frameworks (ISO 20000,                 business processes
                                   ITIL, MOF, Cobit)

                                            Industries
              Information                 Health          Telecom                      Trans-
                            Financials                                   Energy
               Technology                  Care           Services                    portation




Introduction, Nr. 15
                                           www.bugasi-labs.com
                                           (Prof. Dr. Roland Böttcher)
Introduction, Nr. 16
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Introduction, Nr. 17
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Introduction, Nr. 18
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Introduction, Nr. 19
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Knowledge Database




Introduction, Nr. 20
                             www.bugasi-labs.com
                             (Prof. Dr. Roland Böttcher)
Introduction, Nr. 21
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)
Introduction, Nr. 22
                       www.bugasi-labs.com
                       (Prof. Dr. Roland Böttcher)

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ITIL Simulation Fort Fantastic

  • 1. Introduction, Nr. 1 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 2. First hand experience provides substantial insights • ITIL Foundation classroom teaching may provide necessary knowledge transfer but rarely firm convictions to change operational routines • Compared to “tell & test” teaching, Fort Fantastic provides a 'fun' way to get people understand what ITIL is, why it is necessary and to appreciate the benefits. • Fort Fantastic illustrates challenges of operating a technical infrastructure in a real life situation • Practical experience and positive encounter helps to establish broad organizational support and overcome resistance to change Feedback from Otto Betz “Fort Fantastic gave me a better (T-Systems GmbH, Germany, understanding ITIL than the entire ITIL September 2010) Foundation classroom course!” Introduction, Nr. 2 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 3. ITIL Processes covered by Fort Fantastic • Supplier Management not • Service Catalog Management in Focus • Request Fulfilment • Access Management • Change and Release Management Covered • IT Financial Management • Transition Planning • Service Desk, Incident, Problem, Event Strong Management • Service Level Management • Capacity, Availability Management Focus • Configuration Management • Continuity Management • Continual Service Improvement Introduction, Nr. 3 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 4. The Scenario: Fun Park • Operating in summer months from April to September • 14 Attractions, • 5.500 Visitors daily • Entrance fee 16,- • Customer Satisfaction: 75% • Margin P0: appr. 10% • Teams: (3-9 participants) • Capacity: 1-4 Teams per session • Team Responsibility: Operational Management/Restoration of failures Introduction, Nr. 4 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 5. Seminar Structure 1h 4h 1h Briefing Simulation Debriefing Standard (1 Day Seminar) Enable participants: Ensure sustainable • Introduction of the learning outcomes: Rd 1 Rd ... Rd scenario 2 6 • What was • Rules REFLEX ION experienced? Overall • Material • How does that relate Group to Reality? • Logic Discussion • What can be taken away? • How to proceed to improve? •… Introduction, Nr. 5 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 6. Park Manager Operating Business Technical Support Process Owner Control Room Error Message Solution Code Introduction, Nr. 6 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 7. Introduction, Nr. 7 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 8. Control Room Operating Business Room Divider Room Divider Technical Support Room Divider Operating Business Room Divider WI-FI Router Technical Support Control Room Introduction, Nr. 8 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 9. The Dashboard Introduction, Nr. 9 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 10. Didactical Approach Challenge Difficul Curve ty Level of Team Task ... Dashboard No. of Rounds Self-induced On-going Real-time Learning Performance Transparency on the Teamlevel Continual Improve- ment Introduction, Nr. 10 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 11. • 150 Activity Cards are available • Efficiency varies on a scale from -10 to + 10. Activity Card • The right Activity Card in the right situation ... • System entry (by no.) is done by Control Room Introduction, Nr. 11 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 12. NEW COMPLEXITY LEVEL Attractions are integral part of infrastructure layers (e.g. Power Distribution) L2 P0 Y1 T-Rex is T3 connected to the node Y1. C9 T6 K5 J7 Stromverteilungsplan (PDS) Introduction, Nr. 12 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 13. Introduction, Nr. 13 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 14. Unique Fort Fantastic Features Each Gaming option has a clearly defined bottom line impact Learning Success Dashboard provides real-time Visibility of Cause transparency of results Experimental and Effect Learning Different teams compete under comparable conditions Competition & Fun Day wise simulation of periods Pressure & Drive Interesting & challenging scenario Motivation & Engagement Role based interaction Teambuilding Introduction, Nr. 14 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 15. Learning Objectives Target  Understanding the need for Process Audience Management  Antecedents of task-related All levels of communication Learning employees  Challenges connected with team who actively Outcomes of leadership participate in teams FF – Seminars  Methods to handle interfaces of and/or experience administrative processes the need for include effective task-  Value of IT Service Management related  Benefits resulting from adopting Best communication in Practice Frameworks (ISO 20000, business processes ITIL, MOF, Cobit) Industries Information Health Telecom Trans- Financials Energy Technology Care Services portation Introduction, Nr. 15 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 16. Introduction, Nr. 16 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 17. Introduction, Nr. 17 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 18. Introduction, Nr. 18 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 19. Introduction, Nr. 19 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 20. Knowledge Database Introduction, Nr. 20 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 21. Introduction, Nr. 21 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)
  • 22. Introduction, Nr. 22 www.bugasi-labs.com (Prof. Dr. Roland Böttcher)