ITSM In Action: Apollo 13


This is not a course; rather it is a business simulation – a highly interactive training workshop. It is presented onsite only to a group of selected team members from an organization.

You think you know what a process is…but do you, really?

In this business simulation you will learn what a process really is and how to apply IT service management (ITSM) processes to a real-life situation by using the historical events involved in the “successful failure” story of Apollo 13.

Because of the very hands-on nature of the workshop, participants have to develop, plan, organize, and execute specific activities that reinforce key learning points of ITSM concepts and key processes. After rolling out ITSM certification training, some organizations have challenges actually applying the principles. The experiential learning environment offered by this workshop is a most powerful opportunity to discover the critical success factors, as well as the essential requirements of an efficient and effective ITSM operation. No regular classroom training delivers or provides such a powerful team-building experience.


Initially, participants will discover how inefficient and risky it is to work to a “best-efforts approach” without pre-planned policies, procedures, process flows, responsibilities, and metrics.

As the workshop progresses, rapidly increasing awareness and experience will vividly illustrate the value of establishing a holistic ITSM operation.

The real-life ITSM lessons you will learn from Apollo 13 are:

  • The importance and impact of defining and documenting ITSM policies, processes, and procedures
  • The importance of defining clear roles and performance expectations through service level agreements (SLAs) and key performance indicators (KPIs)
  • How incident, problem, change, and configuration management are truly interdependent
  • How productivity, consistency, and reliability depend upon tools that must be easy to use and configured appropriately
  • The value of automated tools within an IT environment
  • No matter how much effort is applied to processes and tools, the relationships between team members and cross-organizational teams is the most valuable component within an ITSM operation

IT practitioners at all levels.


This business simulation has a strict minimum and maximum number of attendees; 8-12 confirmed participants are required.

Confucius said, “I hear and I forget. I see and I remember. I do and I understand”.

It is a recognized fact that business simulations where the major component is learning by doing has numerous advantages. To read more about the specific benefits of experiential learning and the logistics involved with this interactive workshop click here.


There are no prerequisites for attending this workshop.


After completion of this workshop, you may apply for self-directed learning PDUs through PMI. Certificate of attendance is available upon request.


To bring us onsite to your location to present this interactive training workshop, contact us at or 1-888-273-PINK.


Bring us onsite to present any ITSM course, and purchase this one-day interactive training workshop at the same time and receive a 10% discount off the total. Contact us at or 1-888-273-PINK.


Pink Elephant has partnered with GamingWorks, the business simulations developer, to offer the following options:

Name Main Area of Focus Format
DevOps in Action: The Phoenix Project DevOps Virtual online, or onsite at your location
The Integrated Service Management Experience: MarsLander® ITSM, integrated IT service management Virtual online, or onsite at your location
IT/Business Alignment in Action: Grab@Pizza Business and IT alignment, business relationship management Onsite at your location
ITSM in Action: Apollo 13 ITSM, process management Onsite at your location
Agile Project Management in Action: The Challenge of Egypt Agile Onsite at your location


Click on “Chat” in the bottom right hand corner, or contact us at 1-888-273-PINK or

Special Bundle Offer

Bring us onsite to present any ITSM course, and purchase this one-day interactive training workshop at the same time and receive a 10% discount off the total. Contact us at or 1-888-273-PINK.