CTG Academy

Gamification: CarGO

Do you recognize this?

IT Service Management is being used in most organisations to organize IT Operations and to streamline Information Technology activities into customer facing services.

Originally, the IT Infrastructure Library provided the core guidance by means of a Best Practice for organisations to fulfill this purpose. However, with very few exceptions, only a few processes are adopted and these are mainly in customer interfacing IT support and less on the more tactical and strategic levels.

Still, there are a lot of companies starting with IT Service Management programs to improve their IT Service Management processes. For this teams need to understand the basic theory nd must develop a Service Management mindset to make these programs successful.

In this simulation you will experience the 6 key IT Service Management processes by theory and how to apply them in your day to day work.

  • How to build a customer focus IT Support organisation?
  • How to apply 6 IT Service Management processes?
  • How to apply Continual Service Improvement?
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    Currently no (other) upcoming dates are planned for this course


    Course Objectives

    In this simulations participants will learn and experience

    • The essence of IT Service Management
    • How to apply the basic IT service management processes and can learn how they can bring value.
    • How to bring the service organization to a more tactical/strategic level in a short time.
    • How to optimze your workflows by implementing service improvements and service automation.
    • How to improve collaboration between different teams, vendors and other stakeholders to optimize the service quality.
    • Self evaluating own processes by regular quality checks helps improving processes.

    After this simulation the participants also have a better focus on how their efforts can lead to an increase in business value.

    Typical Audience

    This simulation is for operational IT service management employees. They will focus on the basic terminology of IT service management. It will help them to quickly apply the theory in their day to day work.

    Team leads and process managers can learn how to facilitate the process of implementing these new IT service management principles.

    This simulation can also be used after a FitSM foundation, as a kick off session for a FitSM program or for an assessment to experience the current maturity of your team.

    Course Prerequisites

    No basic understanding required.

    Course Delivery

    Throughout the 1 day course, an accredited trainer and senior ITSM consultant lectures, shares experiences and gives exercises based on real world cases.

    Courses can be given in English or in Dutch. Course material is in English.

    This game is for 8 to 12 participants

    Course Venue

    The course duration is 1 day.

    This course can be given at your premises or at CTG.

    Course Administration


    All prices are VAT excluded; course material included.
    If course is given at CTG, lunch and beverages included.


    By Participant : If a subscribed course participant is replaced by another participant or if the public course is postponed to a later date no cancellation costs apply. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.

    By CTG: CTG reserves the right to cancel a course at any time.

    Course Logistics

    All classroom courses begin promptly at 9 am and are scheduled until 5 pm when courses are organised at the CTG premises in Diegem (Belgium).

    All courses can be given at the client site and are available for groups as well. Please contact us if you require further information.

    * Prices subject to VAT

    Meet our trainers

    CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

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    CTG Belgium NV

    Culliganlaan 1D
    1831 DIEGEM
    phone: +32 2 720 51 70
    fax: +32 2 725 09 20


    Buffalo,New York
    300 Corporate Parkway
    Suite 214N
    Amherst, NY 14226
    phone: +1 716 882 8000
    fax: +1 716 887 7464

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