During the workshop, process organization management skills are practiced. While performing simulation tasks, participants will learn and experience the benefits of the best practices of process management in an organization.

The main goal of simulation is to practice the process approach by designing your own processes, monitoring and improving them. The workshop focuses on factors such as acting in accordance with the processes, measuring the effectiveness of these processes, correct prioritization of incidents and problems, and appropriate reporting. During the simulation, such concepts as: process roles, escalation, measures (KPI - Key Performance Indicators), SLA (Service Level Agreement) are used. Participants play roles, defining processes and responsibilities (RACI model) and appropriate methods of action.

The game includes: maps, pieces, event cards.

The game uses elements such as:

• Introduction to service management principles
• Design of services
• Operating of the services
• Service Improvement

Simulation contents:

• Participants will play the role of a support team (Service Desk, 2nd line specialists, incident, problem, event manager, SLM process manager) for motorcyclists traveling through Africa. The support team is to ensure the operation of the equipment of the participants of the expedition, react to incidents and problems, and improve the service delivery process.
• The simulation will guide participants through all stages of the service lifecycle and through most service management processes. The participants' task is to design a service, supporting processes and tools necessary for the effective management of this service. Each of the participants will have the opportunity to play a role in the service provider's team and propose actions to improve efficiency and effectiveness.