Service Operations Strategy Simulation

SIM-SN-01 | 1 day | €3400Please, note that ITCE's prices are aimed at business entities and therefore exclude VAT.
Please, note that ITCE's prices are aimed at business entities and therefore exclude VAT. The stated price is offered for closed-groups up to 16 people.

RunIT is a one day transformative digital business simulation game where users can gain first-hand knowledge of IT Service and Operations Management. This immersive learning experience plunges the students into the intricate workings of a large enterprise, transforming complex concepts into engaging and practical lessons.

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Overview

Working in groups under an ITCE facilitator, participants take on the role of the consultant brought in to rescue a retail business that’s losing money as its e-commerce operation fails. Every strategy chosen carries into the next round of the simulation, so the problems a team leaves unsolved early on compound later.

The starting point is deliberately immature: an in-house legacy ticketing system, no documented processes, and no visibility into what’s actually driving the losses. From there, participants build capability round by round, moving from incident, problem, and change management into AI-driven operations, automation, and cost control, and see the financial impact of each choice immediately.

A full arc of IT operations capability

The simulation runs through incident, problem, and change management, then into AIOps, predictive intelligence, DevOps change, and AI-assisted operations, showing how each capability connects to the next.

Decisions with a financial outcome

Each round allows one strategic investment. Teams see the effect on profit, abandoned transactions, and customer experience immediately, then carry that position into the next round.

Built for reflection, not just play

Structured reviews at the end of each stage compare each team’s path against the simulation’s own optimum sequence, then open into a discussion of what the equivalent path looks like back at participants’ own organizations.

About the game

Participants take on the role of a consultant brought in to rescue a retail company whose e-commerce business is losing money and losing customers to poor IT service and operations. The simulation aims to:

  • Diagnose the operational gaps behind lost revenue and abandoned transactions
  • Build IT Service Management capability from incident and problem management through to change and knowledge management
  • Introduce IT Operations Management practices, including discovery, mapping, and AIOps
  • Apply AI-driven operations capability, including predictive intelligence and automated resolution
  • Connect each capability to its financial impact on the business
  • Compare results with colleagues through a gamified leaderboard

Step-by-step activities of the business simulation:

Participants work through three stages of the simulation, each unlocking a wider set of strategic options, with a facilitated review at the end of each stage.

Facilitators

Meet our team of certified trainers and business simulation facilitators with years of experience in managing complex projects of different scope and geographies. They are experienced “game leaders” who can adapt the mechanics of the game to the situation needed.

Angel Georgiev

Sales & Training Portfolio Product Manager

Angel Georgiev has over 20 years of experience in designing and delivering enterprise learning solutions in the context of digital transformation. His work focuses on enabling organizations to build capabilities through structured training programs aligned with business and technology needs.

Frequently Asked Questions

Who should attend?

This simulation works best for people who influence IT service and operations strategy: IT operations and service managers, ITSM and ITOM practitioners, and leaders sponsoring a service transformation.

How many people can take part in one session?

Sessions run best with groups of up to 16 people.

Can the business simulation be customized?

Yes. If you’re bringing a group from your organization, we can discuss the operational challenges you’re facing and tailor the discussion and review sessions to address them.

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