ITSM In Action: Apollo 13


What I hear I forget, what I see I remember, what I do I understand.
– Confucius

What really is a “process”? Learn how to apply ITIL® and IT Service Management (ITSM) processes to a real life situation 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 ITIL concepts and key processes. After rolling out ITIL certification training, some organizations have challenges actually applying the principles, and the experiential learning environment offered by this workshop is a most powerful opportunity to discover the Critical Success Factors and 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.


8-15 confirmed participants are required to run this workshop.


There are no prerequisites for attending this workshop.


  • You will attain nine professional development units (PDUs) for Project Managers


To bring us onsite to your location to present this interactive training workshop, contact us at or +65 3158 4294.


Bring us onsite to present any ITIL 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 +65 3158 4294.