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Have you read the December, 2012 Forrester Research, Inc. report, Game On: Drive Engagement With Service Management And Automation Simulations?


It explains how companies are using gaming and simulations to engage key stakeholders to experience the importance of acceptance and the benefits of service management best practices for themselves — in a risk-free environment.


What’s the big deal about this report for BMC?

In a closed loop control system -- like service management and automation (SMA) -- the design, development, maintenance, and services that enable IT teams to serve their customers sometimes fail to deliver their full potential for the organization. And while future SMA investments might seem obvious to operations to support IT initiatives, it is often hard to quantify the business productivity improvements that SMA delivers – or could deliver-- from just an IT perspective. Understanding the relationship of people, process and technology to needed business outcomes is key to the practice of successful SMA within organizations. 


The “Game On” Forrester report reveals how organizations can use gaming and “real-life” simulations to engage, educate and ultimately invigorate their service management program. The object of the exercise is for everyone to experience and understand the business benefits and value of well implemented SMA (or ITSM) – in a “risk-free” simulation environment.


There are several vendors in the marketplace that provide simulation offerings with scenarios ranging from a NASCAR-style race, to functioning casino. Industry analysts, ITSM experts and BMC Software customers participate in BMC’s Airport Simulation exercise as part ofAirport sim 1 (2).jpg regular BMC ITSM consults held each quarter.


Forrester offered these key takeaways on simulations:

  1. Simulations can change compliant process behavior to compassionate service behavior
  2. Simulation can take you to the next level on your service management journey
  3. Simulations allow you to apply theory to practice


What’s involved in a Simulation Exercise?

A simulation involves between 10-25 people. In BMC’s Airport Simulation, urgency is created around flights not being able to take off and the ramifications of delays on the air strip-- and how to manage the simulation in a scenario parallel to what a help desk model might experience when flooded with requests. It’s up to individual roles and team buy-in to build solutions and prioritize process. Ultimately, the goal is to create an exercise that helps with organizational development, change, adoption, and also in removing silos.



BMC’s involvement and usage of simulations

As organizations adopt technology, they change processes and shift. Without proper understanding and transitioning, the new system can fail.  A simulation brings all elements and understanding together in an experiential perspective. In fact, a particular BMC customer/ major national insurance organization, runs the airport simulation classes quarterly as mandatory education management training for key ITSM stakeholders.


“A simulation such as the BMC Airport Simulation creates understanding via “real-life” scenario which is key for organizational change programs. Simulations help organizations using technology tools to connect with their people and allow awareness of how to modify collaborative projects to address business needs.” Anthony Orr, Director, Office of the CTO for BMC Software.


Gaming Simulation is an Education Services program at BMC Software and is just one of the elements offered through SAFE - Solution Adoption Framework for Education. 


Airport sim 2 (2).jpg

BMC’s Solution Adoption Approach

SAFE is a framework that aims to help ensure user acceptance of Business Management solutions throughout the customer lifecycle. This structured framework for customer implementations delivers a huge impact on customer value realization. The framework includes overall development of a roadmap with specific timed deliverables for the service management program or project. The key elements of the roadmap are related to people, process, and technology changes as well as the overall communication plan for organizational adoption. The solution delivered can include BMC’s service offerings, technology implementations, educational offerings such as airport simulation and customer specific initiatives as an overall holistic solution.



“Education is key for change. Most implementations fail or don’t meet their full potential because behaviors were not changed. At BMC we recognize the need to provide cost effective, insightful and agile training tools with skills assessments that can be consumed, enhanced and measured in new ways,” said Robin Gunn, area vice president of Education Services for BMC Software.




Statistics have shown that three out of four IT projects fail to realize value on their return on investment and that user adoption is the crucial factor to realizing value. The SAFE solution helps prompt customers towards awareness, engagement and execution of team project objectives, critical milestones and expected benefits or wins.


ITSM usually is about people and process—not technology. So, simulation of a SMA environment via gaming helps to explain the importance of process and team roles and clearly express the need to change or adjust a situation.


To learn more about Education Services at BMC Software: Solution Adoption Framework for Education


To watch the video on YouTube...