Role of Business Simulation and Gamification for ITSM Adoption. ITSM BKK is hosting monthly event in Bangkok about IT Service Management.

1. ITSM BANGKOK
Meeting #2, 13 July 2016
Business Simulation / Gamification
for ITSM

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3. § French
§ 20+ years in ASEAN
§ IT Vendor Experience
§ CA
§ Microsoft
§ IT Service Management
§ ITIL Certified Trainer
§ Accredited Facilitator
§ Gamification Explorer
§ MOOC addict
§ EDX
§ Coursera
§ Traditional / Boardgame
§ GO (Baduk)
§ Euro style game
§ Aspiring Game Designer
§ (slow) Marathon Runner
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About the speaker: Gonzague PATINIER
gonzague.patinier@ppp-partners.com

4. § What is ITSM Bangkok?
§ Format:
• +/- Monthly
§ Tentative Topics (ITSM)
• Tools
• Skills
• Experience
• Open to suggestion
§ Invite your friends
• https://www.facebook.com/ITSMBKK/
• http://www.meetup.com/Bangkok-IT-Service-Management-Meetup
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ITSM Bangkok Meetup

5. § ITIL “Adopt and Adapt” - Challenges
§ Business Simulations
• What are they?
• Type of simulations
• Objectives
§ Gamification
• What is Gamification
• What role to play in ITSM?
§ Apollo 13 – an ITSM Experience
§ Open discussion
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Agenda

6. § 80% of large
organizations
§ 61% of midsize
organizations
§ 36% of small
organizations
Are at least considering or
piloting ITIL.
4 out of 5 failed
or at least delayed
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ITIL ”Adopt and Adapt” - Challenges
(From an ITSMF Survey)

7. 1. Management Commitment
2. Resistance to ITIL
3. Project Culture
4. ITIL for the sake of ITIL
5. Business Acceptance
6. Big Bang
7. Naive Implementation
8. Tools
9. The Moving Target
§ ”Implementation”
§ People
§ Process
§ Technologies
§ Organization Change
Management
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ITIL ”Adopt and Adapt” - Challenges

8. 1. Senior Management
Commitment
2. Managing Organization
changes
3. ITIL Implementation Scopes
4. Organization’s IT staff
Competencies
§ Project Management and
Governance
§ Managing Communication
§ Managing Stakeholders
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ITIL ”Adopt and Adapt” - Challenges
Organization Project Management

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ITIL ”Adopt and Adapt” - Challenges
Did you learn riding a
bicycle by reading a book?

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ITIL ”Adopt and Adapt” - Challenges
Teach
and
Drive
New Behavior
(Change)

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Gamification / Serious Game / Business Simulation
Game
Thinking
Games
Elements
Game
Mechanism
Just for Fun
“The use of games and game-like approaches to solveproblems and
create betterexperiences.”
(From an article in Gamasutra from Andrzej Marczewski, Link: http://goo.gl/4iIe5I)

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Gamification / Serious Game / Business Simulation
Game
Thinking
Game
Elements
Game
Mechanism
Just for fun
Game Inspired
Designed X
Gamification X X
Serious Game
/ Simulation X X X
Game X X X X
(From an article in Gamasutra from Andrzej Marczewski, Link: http://goo.gl/4iIe5I)

13. § ITIL “Adopt and Adapt” - Challenges
§ Business Simulations
• What are they?
• Type of simulations
• Objectives
§ Gamification
• What is Gamification
• What role to play in ITSM?
§ Apollo 13 – an ITSM Experience
§ Open discussion
13
Agenda

14. § Professional Business Simulations, or serious games, are
interactive workshops in which teams of employees work
on challenging issues within a simulated environment.
§ The environment can be the same or a totally different
context to the 'normal' working environment.
§ In a simulation each participant will play a role and has
specific tasks, responsibilities and authority.
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Business Simulation / Serious Games

15. 1. Computer Driven
2. With one or more
facilitators
§ G2G3
§ CA
§ IBM / Pink
§ HP
§ BMC
§ GamingWorks
§ Partners
§ Simagine
§ Partners
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Business Simulation – Who are the players?

16. AXELOS is a joint venture set up in 2014 by the Government of the United
Kingdom and Capita, to develop, manage and operate qualifications in best practice,
in methodologies formerly owned by the Office of Government Commerce (OGC).
Portfolio:
• Managing Successful Programmes (MSP)
• PRojects IN Controlled Environments (PRINCE2)
• Management of Risk (M_o_R)
• Portfolio Management (MoP)
• Value Management (MoV)
• Information Technology Infrastructure Library (ITIL)
• Portfolio, Programme and Project Offices (P3O)
• P3M3
• RESILIA
• PRINCE2 Agile
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About Axelos

17. 1. Introduction
2. Guidance Principles
3. The CSI approach
4. Metrics and Measurements
5. Communication
6. Organization Change
Management
7. Toolkit
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ITIL Practitioner Guidance - TOC

18. § Participants 8-16
§ 1 or 2 days
§ Assigned roles /
Responsibilities
§ Multiple rounds for
improvements (CSI)
§ What is your workshop
objectives?
§ Who should be involved?
§ What is the context?
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Business Simulation – How do they work?

19. Apollo 13 – an ITSM
Experience
This simulation will help
translate ITSM theory into
practice, create buy-in and
capture concrete
improvement actions,
helping to realize a
customer focused culture
and improve service quality..
Challenge of Egypt
If you want to learn how to
translate Project
Management theory into
practice, assess your project
behavior and processes, and
identify how to improve your
project management
performance, this simulation
can help.
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Business Simulation – Workshop

20. Cayenne
(Change Management)
Everyone wants to lead
successful projects and be
effective project managers.
However, project management is
challenging. Time constraints,
budgets, overloaded project
members. Learning from mistakes
made in projects is possible, but
only if you understand what
happened.
The Phoenix of Project
DevOps is driven by the business need for
ever faster deployment of new functionality
and frustrationwith the time and effort it
takes to get new systems into Operations.
It is no longer a question of 'should we
adopt DevOps' ,but 'when and how'.
However DevOps represents a significant
cultural and behavioral change and many
organizations fail to address this in their
adoption. This game can be used to help
explore and understand DevOps, and to
identify and agree concrete actions for
adopting and deploying DevOps practices.
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Business Simulation – Workshop

21. Concordia
The COBIT Games is an interactive
simulation, designed and developed
by ITpreneurs, where participants have to
prepare the city of Concordia for hosting
the upcoming Olympic Games. By
preparing the infrastructureof the city,
participants learn about the underlying
aspects of IT governance.
They recognizehow the adoption of a
process and control framework can help
achieve better business alignment,
delivery of value, management of risks
and resources, and measurement of
performance.
Customized
Organizationmay choose to have a
businesssimulation customized for
their particularneeds.
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Business Simulation – Workshop

22. § ชมรม Business
Simulation Game คณะ
บริหารธุรกิจ สถาบัน
เทคโนโลยีไทย-ญี;ปุ่น ขอ
เชิญนักเรียนมัธยมศึกษา
ตอนปลาย แข่งข ันเกม
จําลองกลยุทธ์การ
จ ัดการธุรกิจ และบริหาร
ทร ัพยากรภายในองค์กร
ประจําปี 2559 "TNI
Business Game
Competition 2016 :
FACTORY MANAGER"
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23. § ITIL “Adopt and Adapt” - Challenges
§ Business Simulations
• What are they?
• Type of simulations
• Objectives
§ Gamification
• What is Gamification
• What role to play in ITSM?
§ Apollo 13 – an ITSM Experience
§ Open discussion
23
Agenda

24. “Gamification uses game mechanics and game design techniques in
non-gaming context (Business) – it’s a powerful tool to engage
employees, customers and the public to change behaviors, to develop
skills and drive innovation”
- From Gartners
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Gamification – What is Gamification?

25. § Marketing / Customer
retention
§ Loyalty Program (ex:
Starbucks / Foursquare)
§ Competitive Intelligence /
Market research (survey)
§ Social Network (Stack
Overflow)
§ Health / Exercice
program (Fitocracy)
§ Employee Productivity /
Training
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Gamification – What?

26. § Socializing
§ Learning
§ Mastery
§ Competition
§ Achievement
§ Status
§ Self-Expression
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Gamification – How?

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Gamification – How?

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Gamification – How?

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Technet

30. Leaders
• Bunchball
• Badgeville
• Gameeffective
In Thailand:
• Playbasis.com
RecentAcquisitions
§ Badgeville (recently acquired by CallidusCloud)
§ FantasySalesTeam (acquired by Microsoft)
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Gamification – The players (Gamification Platform)

31. § ServiceDesk / CRM
§ Technical Support
• Technet
• Stack Overflow
§ Knowledge Management
§ Training
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Gamification - ITSM

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Pokemon GO

33. § ITIL “Adopt and Adapt” - Challenges
§ Business Simulations
• What are they?
• Type of simulations
• Objectives
§ Gamification
• What is Gamification
• What role to play in ITSM?
§ Apollo 13 – an ITSM Experience
§ Open discussion
33
Agenda

34. Apollo 13 - Program of the Day
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15:00 – 15:15 09:00 – 09:45 Introduction
09:45 – 10:45 Round 1 – Build and Launch
10:45 – 11:00 Break
11:00 – 12:30 Round 2 – Earth orbit and
Lunarapproach
12:30 – 13:15 Lunch
13:15 – 13:45 Round 2 – part II
13:45 – 15:00 Round 3 – Transearth Coast
15:00 – 15:15 Break
15:15 – 15:45 Round 3 – part II
15:45 – 16:30 Round 4 – Re-entry and splash
down
16:30 – 17:00 Closing

35. Apollo 13 – 4 rounds of simulation
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36. Workshop objectives
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• Practical implementation of ITSM
• Relationships and dependences between processes
• Design, implement, execute and improve
• Team work
• People aspects of ITSM
• Tool aspects
• Management and Control
• Service Delivery

37. § ITIL “Adopt and Adapt” - Challenges
§ Business Simulations
• What are they?
• Type of simulations
• Objectives
§ Gamification
• What is Gamification
• What role to play in ITSM?
§ Apollo 13 – an ITSM Experience
§ Open discussion
37
Agenda

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