Technology & AI · Information Systems

ITOps: IT Service Management & ITIL Fundamentals

Lead IT governance transformation at BancoSolar, a regional bank with 34 unplanned outages and 28% change failure rate. Implement ITIL-based ITSM across incident management, change control, SLA architecture, and governance design.

4 rounds MBA & Masters English, Español
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Preview

Who it is for

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.

How a session runs

  1. The instructor creates a session from the Eureka dashboard and invites the participants.
  2. Participants play 4 rounds. In each one they submit their decisions and the simulation calculates the results.
  3. The simulation can be run in English, Español.
  4. The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.

Decisions participants make

The decisions participants make during the simulation:

  • Incident Priority Matrix
  • MTTR Targets by Priority
  • Problem Management Approach
  • Process Investment Level

What participants track

What participants follow on screen as the rounds go by:

  • Incident & Problem Management: Restore Order
  • IT Transformation Complete

Subjects covered

Designed for courses in Information Systems.

  • Management Information Systems (MIS)
  • IT Governance & IT Project Management

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