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Apollo 13
APOLLO
13 – AN ITSM CASE EXPERIENCE™
The Apollo 13 ITIL®
Simulation
 "HOUSTON, WE HAVE A PROBLEM”
Apollo 13 was launched on April 11 1970.
The third mission aimed at landing two astronauts on the Lunar surface. At
approximately 55:55 minutes into the mission the crew reported hearing a loud
'bang'. This was accompanied by a rapid loss of oxygen and power. From this
point onward the mission was no longer about landing men on the moon, it was
about returning the three astronauts safely to earth in a spacecraft that was
slowly dying.
'The
total Apollo system of ground complexes, launch vehicle, and
spacecraft constitutes the most ambitious and demanding engineering
development ever undertaken by man'. For these missions to succeed,
processes, people and equipment must perform to near perfection.
Perfection is not only
difficult to achieve, but difficult to maintain. The imperfection in Apollo 13
constituted a near disaster, averted only by outstanding performance on the part
of the crew, the ground control team and the processes and technology that
supported them.
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'Apollo 13 - an
ITSM
case experience' is an intensive one day training in which the ITIL®
concepts and processes are not only explained, but also experienced by the
course attendees through the use of an interactive game. In this training
'real life' situations taken from the Apollo 13 mission are simulated.
Course attendees work in teams, playing the roles of the Mission
operations ground crew charged with bringing the crippled craft and it's
crew safely home. |
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What Attendees Say:
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Most realistic simulation of business chaos I’ve ever
experienced |
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Insightful and eye opening |
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Recreates and explains real world scenarios with a fresh
perspective |
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Great tool to better bring the theory to reality |
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Fun and relevant - great delivery, thanks ITSM Academy! |
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Excellent representation of ITIL®
issues |
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Really good, fun, original way of playing the processes
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You can see the cost of not doing it right
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See
photos
of Apollo 13 in action.
Curriculum:
ITSM Academy will customize the Mission Control experience based on the
Training Assessment Interview conducted prior to class start. This will
establish and clarify the primary course goals and learning objectives.
Working with the Training Sponsors, ITSM Academy will determine the key
points necessary for the learners to take from the experience. The
simulation can be effectively utilized to assist organizations in IT
Service Management Awareness, Design, Implementation and Optimization.
To help you and your learners reap the benefits of the
simulation, ITSM Academy will send a copy of the Apollo 13 movie on DVD.
We encourage you to provide group screenings prior to class start. This
will allow attendees to re-familiarize themselves with the real life
events surrounding one of NASA’s, and America’s, most recognized
technology success stories.
At the start of class, after a concise introduction and explanation of the
goals, objectives and simulation guidelines, the instructors assume the
roles of the astronauts. Participants are all assigned roles within
“Mission Control”.
The day is broken into four (4) distinct modules.
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Phase |
Issues |
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Build & Launch |
'Fitting it all together and making it fly'
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Managing the complex configuration of components that make up
the Saturn V launch vehicle and spacecraft
Managing the release, build and
testing of the
Apollo 13 vehicle
Integrating the vehicle electrical, flight and communications
systems with Mission Control (Computer Operations &
Service Desk) |
Earth Orbit
&
Lunar Approach |
'the earth is getting smaller and smaller..'
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Providing crew communication and support (Service
Desk)
Dealing with incidents and fixing problems (Incident and Problem
Management)
Invoking emergency abort procedures as availability of critical
systems signals an approaching disaster situation (Availability
and Continuity) |
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Trans-Earth Coast |
'the long journey home'
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Making the available Oxygen and power last the long journey home,
with three men in a spacecraft sized for two (Capacity
Management)
Planning and executing untested changes to
flight trajectory to ensure a safe return path home (Change Management)
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Re-entry and Splash Down |
'Making it back alive'
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Proactively working to prevent a major problem as carbon
dioxide
build up threatens the astronauts safety (Capacity, Problem and Configuration
Management)
Planning and executing a mid-course correction and fast engine burn
to speed up the journey home. (Change
Management)
Managing the critical level of capacity to power up the command
module and ensure all critical systems are operating (Capacity and
Availability Management)
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At the end of each module, service level reports are
provided by the crewmembers. From this feedback, the ground crew is
given time (but not much!) to reengineer the processes. Through the one
day session, participants will simulate a six (6) to nine (9) month ITIL®
project and learn to avoid costly mistakes.
Prerequisites:
Familiarity with IT Services, ITSM and / or ITIL® is recommended. ITIL®
Foundation Certificate is preferred.
Learning Goals - Experience the ITIL®
Processes:
By investigating the Apollo 13 case, attendees will
experience how ITIL® processes have been used in other environments. By
the end of the workshop, participants will understand:
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The interdependency of
processes |
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The processes' impact on
business continuity |
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What it takes to make a
process “work” |
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How good designs can improve
the performance of the service department |
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How to design and apply
processes aimed at realizing a set of Service Level Agreements |
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How to improve
working processes by designing and implementing as a team |
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The importance of
communication and teamwork |
Audience:
This workshop is appropriate for; IT and Business Managers, Process
Managers, IT employees and other employees requiring ITIL® knowledge or
experience.
This course is particularly suited for organizations
interested in:
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Creating process awareness
within ITIL® projects |
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Developing new process skills
and knowledge |
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Analyzing improvement
opportunities within a working process |
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Improving teamwork and team
processes |
Simulation Benefits:
In addition to the obvious team building and soft skill development this
simulation provides, by addressing all of the ITIL® Service Support and
Service Delivery processes, participants are given a holistic view of
the interdependencies of the processes, including:
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The entire lifecycle of
services |
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A balanced set of performance
indicators for service delivery |
By painting such a familiar backdrop, the Apollo 13
simulation provides attendees a heightened interest in learning to
improve their team’s process strategy, development, implementation and
measurement skills. Since Apollo 13 simulates the life cycle of an ITIL®
project, not only can they learn to avoid costly mistakes, but also the
importance of a Continuous Service Improvement Program (CSIP) is clearly
experienced.
Course / Student
Materials:
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One (1) day Instructor Led
Simulation and Education for 16 attendees + up to 6 observers |
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Student Guides |
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Group Exercises – Measured,
Monitored and Reported on |
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Breakfast and Refreshments
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To coordinate your group Apollo 13
Simulation, please
Contact
Us.
See
photos
of Apollo 13 in action.
The
builders of the Apollo 13 - an ITSM case experience would like the thank and
acknowledge NASA as the source of the actual Apollo 13 mission photo
material used.
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