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

There is no

better

way to

learn!

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

“Fort Fantastic gave me a better understanding ITIL than the entire ITIL

Foundation classroom course!”

Feedback from Otto Betz (T-Systems GmbH, Germany, September 2010)

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 3

ITIL Processes covered by Fort Fantastic

not in Focus

Covered

Strong Focus

• Supplier Management• Service Catalog Management• Request Fulfilment• Access Management

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

• Service Desk, Incident, Problem, Event Management

• Service Level Management• Capacity, Availability Management• Configuration Management• Continuity Management• Continual Service Improvement

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

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

Seminar Structure

Enable participants:

• Introduction of the scenario

•Rules

•Material

•Logic

Ensure sustainable learning outcomes:

•What was experienced?

•How does that relate to Reality?

•What can be taken away?

•How to proceed to improve?

•…

1 h 4 h 1 h

OverallGroup

Discussion

Briefing Simulation Debriefing

Stan

dard

(1 D

ay S

emin

ar)

Rd1

Rd2

Rd6

R E F L E X I O N

. . .

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 6

Error Message

Solution Code

Activity

Control Room

Technical Support

Park Manager

Operating Business

Managerial Responsibility

Proc

ess O

wne

r

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 7

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

Da

sh

bo

ard

WI-FI Router

Control Room

Control Room

Technical Support

Technical Support

Operating Business

Operating Business

Park Manager

Park Manager

Instructor

Room Arrangement PlanProjector

Room

Div

ider

Room

Div

ider

Room

Div

ider

Room

Div

ider

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 9

The Dashboard

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 10

Didactical Approach

No. of Rounds

Difficulty

Levelof

Team Task

. . .

Challenge Curve

On-going Real-time Performance Transparency

Dashboard

Self-induced Learning

on the TeamlevelPLAN

DOCHECK

ACT

ContinualImprove-

ment

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 11

Activity Card• 150 Activity Cards are

available• Efficiency varies on a scale

from -10 to + 10.• The right Activity Card in

the right situation ...• System entry (by no.) is

done by Control Room

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 12

Stromverteilungsplan (PDS)

Y1

K5

P0

J7

T6

L2

T3

C9

NEW COMPLEXITY LEVELAttractions are integral part of

infrastructure layers (e.g. Power Distribution)

T-Rex is connected to the node Y1.

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 13

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 14

Experimental

Learning

Unique Fort Fantastic Features

Each Gaming option has a clearly defined bottom line impact

Dashboard provides real-time transparency of results

Motivation & Engagement

Different teams compete under comparable conditions

Day wise simulation of periods

Interesting & challenging scenario

Competition & Fun

Pressure & Drive

Visibility of Cause and

Effect

Learning Success

TeambuildingRole based interaction

www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 15

Learning Objectives

Learning

Outcomes of FF – Seminars

include

Target Audience

Understanding the need for Process Management

Antecedents of task-related communication

Challenges connected with team leadership

Methods to handle interfaces of administrative processes

Value of IT Service Management

Benefits resulting from adopting Best Practice Frameworks (ISO 20000, ITIL, MOF, Cobit)

All levels of employees

who actively participate in teams and/or experience

the need for effective task-

related communication in business processes

Industries

Information Technology

Financials Health Care

TelecomServices

EnergyTrans-

portation

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www.bugasi-labs.com(Prof. Dr. Roland Böttcher)Introduction, Nr. 19

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

Knowledge Database

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

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