itsm bkk #2: business simulation and gamification for itsm

ITSM BANGKOK

Meeting #2, 13 July 2016

Business Simulation / Gamificationfor ITSM

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§ 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

§ 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

§ 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

§ 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)

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

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 solve problems and create better experiences.”

(From an article in Gamasutra from Andrzej Marczewski, Link: http://goo.gl/4iIe5I)

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Gamification / Serious Game / Business Simulation

Game Thinking

GameElements

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)

§ 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

§ 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

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?

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

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

§ 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?

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

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 frustration with 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

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 infrastructure of the city, participants learn about the underlying aspects of IT governance.

They recognize how 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

Organization may choose to have a business simulation customized for their particular needs.

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Business Simulation – Workshop

§ ชมรม Business Simulation Game คณะบรหิารธรุกจิ สถาบนัเทคโนโลยไีทย-ญี;ปุ่ น ขอเชญินักเรยีนมัธยมศกึษาตอนปลาย แขง่ขนัเกมจาํลองกลยทุธก์ารจดัการธุรกจิ และบรหิารทรพัยากรภายในองคก์รประจาํปี 2559 "TNI Business Game Competition 2016 : FACTORY MANAGER"

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§ 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

“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?

§ Marketing / Customer retention

§ Loyalty Program (ex: Starbucks / Foursquare)

§ Competitive Intelligence / Market research (survey)

§ Social Network (Stack Overflow)

§ Health / Exerciceprogram (Fitocracy)

§ Employee Productivity / Training

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Gamification – What?

§ 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

Leaders

• Bunchball

• Badgeville

• Gameeffective

In Thailand:

• Playbasis.com

Recent Acquisitions

§ Badgeville (recently acquired by CallidusCloud)

§ FantasySalesTeam (acquired by Microsoft)

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Gamification – The players (Gamification Platform)

§ ServiceDesk / CRM

§ Technical Support

• Technet

• Stack Overflow

§ Knowledge Management

§ Training

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Gamification - ITSM

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Pokemon GO

§ 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

Apollo 13 - Program of the Day

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15:00 – 15:15 09:00 – 09:45 Introduction09:45 – 10:45 Round 1 – Build and Launch10:45 – 11:00 Break11:00 – 12:30 Round 2 – Earth orbit and

Lunarapproach12:30 – 13:15 Lunch13:15 – 13:45 Round 2 – part II13:45 – 15:00 Round 3 – Transearth Coast15:00 – 15:15 Break15:15 – 15:45 Round 3 – part II15:45 – 16:30 Round 4 – Re-entry and splash

down16:30 – 17:00 Closing

Apollo 13 – 4 rounds of simulation

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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

§ 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

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