I watched the first two hours of the GamingWorks "Apollo 13" simulation. First, the participants spent 30 minutes defining what process they were going to use for handling issues. Second, the participants were put through 30 minutes of incidents being handled by the "customer" (the astronauts), such as a large explosion that caused several incidents. Third, ISO 20000-certified observers reviewed the participants and the "mission director" (a GamingWorks employee) explained how the process could have been improved. I expect this process was then repeated one or two more times, but I left. I think it's a really cool idea to let us watch the simulation, but 80% of the time you can't tell what the participants are doing. I don't feel like the simulations were designed to be observed. From 1:30-2 PM, there was very little to observe: the teams were just figuring out what their process was by all 12 of them standing around in the corner. At 2 PM, Apollo 13 "blasted off." After about 5 minutes of incidents (coming at 1 ea 2 minutes), everyone started standing up again and going over to the incident manager. There was no communication with the astronauts. At 2:30 PM, they performed a review: the team should communicate more on the status of incidents, especially with themselves but also with the astronauts; the team should better understand customer expectations; and the team needed change management to help approve needed changes to the environment Individual site contributors are solely responsible for the content of this web site.
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