Group companies websites Eaton Venture Group Eaton Telecom Quintica Asia Pac Quintica Middle East Quintica South Africa Q-Campus Q-Deal Q-Expert

14 August 2008

LONG BEFORE the concepts of the Information Technology Infrastructure Library (ITIL) were condensed into a cohesive whole, man was exploring the immediate surrounds of Planet Earth. However, not everything always went well: the infamous Apollo 13 mission proved that man's fallibility can have devastating consequences. It also proved that with the appropriate intervention, even apparently impossible situations can be managed to a successful conclusion.

It is this theme which not only brings excitement to Q-Campus's IT service management program but also demonstrates how the application of proven best practice principles can solve apparently intractable business and technology problems.

Q-Campus is the training division of service management specialist Quintica.

According to Roger Purdie, regional director Asia-Pacific and GM training and skills development, the Apollo 13 simulation, which is developed on the ITIL framework, demonstrates the practical applications of ITIL processes and explains the concept of IT service management (ITSM).

"When confronted with the notion of ITIL and ITSM, many business managers and technologists alike are confounded by the new concepts, which can appear overly complex and theoretical. This simulation programme puts trainees into a real life critical situation and transforms the theory into practical applications and interventions," says Purdie.

"Apollo 13 is an ITSM case experience in terms of which ITIL concepts and processes are experienced in a simulated environment. In the programme, real-life situations are taken from the Apollo 13 mission to form the basis of a team effort. Each participant adopts a role from the mission control centre in Houston, Texas. The mission of the team is to safely bring home the crippled spaceship." In so doing, he says, trainees learn and experience the benefits of best-practice processes.

The game is designed for employees and managers, process and team managers, and others looking to improve their process knowledge. But, says Purdie, the Apollo13 simulation is also attracting organisations that are looking for a unique teambuilding experience.

If BPM is to deliver on its promises, its protagonists must realise that its real power will only be realised through the integration as well as the management of all business processes - not in a single process or point solution.