See the full ITSM capability picture

A business simulation where teams see how service management delivers value across its full breadth, from basic incident management through to AI-driven automation.

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Why a simulation

ITSM foundation training gives people the knowledge. Connecting that knowledge to business outcomes, and explaining the value of these practices to people who weren't in the room, takes something else.

Teams work through the full ITSM maturity progression, from basic incident management through to AIOps and AI-driven automation, seeing how each stage builds on the last and what it delivers to the business. It sits alongside foundation training as the practical layer.

Knowledge into value

Participants connect what they know to business outcomes and explain it to colleagues.

The full picture

Every stage of ITSM capability in one session, rather than one practice at a time.

[Audience]

Who this is for

Technology vendors

Partners and sales teams who understand how ITSM capabilities connect to business outcomes sell differently. The simulation gives them that understanding through experience rather than product training, so they can articulate value in terms that resonate with the businesses they are selling to.

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Training providers

Designed to sit alongside foundation programmes, giving delegates a practical context for the theory they have been taught. Participants apply their learning in a safe environment before carrying it back into the workplace, which improves retention and relevance.

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Enterprises

For organisations at the start of, or mid-way through, a service management transformation, the simulation builds shared understanding across teams at different levels. Leaders and practitioners experience the same journey, creating better alignment on priorities

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[Coverage]

What it covers

The simulation spans the full ITSM operating model.

  • Incident management
  • Service desk
  • Change enablement
  • Request management
  • Release management
  • Asset management
  • Problem management
  • Knowledge management
  • Configuration management
  • Virtual agent
  • Event management
  • Information security
  • AIOps
  • AI case summarisation
  • Automation
[Process]

How a session runs

Teams analyse a live business dashboard and work through ITSM capabilities in a progression that mirrors how organisations mature. Each round, teams select which capabilities to implement within budget constraints, and the business responds across four performance areas: IT availability, support costs, innovation and growth, and customer and employee experience.

Participants see how each capability builds on the last, and how more advanced technologies like AIOps and automation deliver returns that earlier stages made possible.

Sessions run with teams of three to five, virtually or in person.

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“What SXP offered was effectively a time machine into the future of what it could look like. People could understand where we were going, and they could do it in an environment that was safe and fun.”
Valerie Wilson 3
Managed Service and AI Ops Programme Director - BT
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Ready to talk?

Tell us what you're working on and we'll discuss whether a simulation would help. Email or a call, whichever suits you.

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