Itil

Apollo 13 – an ITSM case Experience and ITIL V3
By Paul Wilkinson and Jan Schildt, GamingWorks
Editted for use on www.sosforum.com by Service & Support Forum

The new ITIL V3 Core publicationscomprise of 5 publications. Each provides the guidance necessary
for an integrated approach as required by the ISO/IEC 20000 standard specification:
The ITIL V3 Core publications are:
•
•
•
•
•Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Apollo 13 – An ITSM case experience already addresses the key learning issues encompassed inITIL
V3. Apollo 13 was developed to address the Life Cycle of the Mission control services of Apollo 13.
The current mapping (high level) of ITIL V3 and Apollo 13 is described in the table below.The text marked in bold identifies the ITIL V3 concepts and terminology.

ITIL V3

Apollo 13

Service Strategy

The Mission Director and Crew roles represent the business and give theirBusiness Value requirements to the team. A Balanced scorecard represent
the ‘Business outcomes’ and value to be realized, and can be related to Utility
(increase in gains) and Warrenty (decrease inpossible losses). These are
specified as:
-Crew safety (User satisfaction)
-Process throughput (efficiency)
-Resolution times (effectiveness )
-Innovation goals achieved (Business process value).
Theteam must engage with the business throughout the mission and discuss
risk and cost management and the value to be realized.

Service Design

In Round 1 and the start of Round 2 the team mustdesign the Rocket and
supporting infrastructure as well as the processes, people, Products
(technology) and Partnerships (supplier services and agreements) required to
manage costs, risks and realizebusiness objectives, as defined in the Service
Level requirements.

Service Transition

At the Start of Round 2 the designed ‘Service delivery pack’ representing the
Service, Service Level...