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IT/Business Alignment In Action: The Grab@Pizza Simulation




A business simulation that marries theory with hands-on practice, this two-day workshop is highly interactive and combines the power of experiential learning with a practical discussion on how to apply IT Service Management (ITSM) best practices. In a simulated environment, supported by Pink Elephant trainers, participating teams learn to apply ITIL® and ITSM concepts to real business situations. While adopting a company role with specific task, responsibilities and authority, participants learn to work as a team to produce tangible results within the challenging and realistic simulated business environment.

During this simulation, your team runs the IT department of Grab@Pizza, one of the world’s largest pizza companies and your task is to support the business with excellent IT products and services.  The market is highly competitive which forces your business to design new products, develop powerful marketing and sales initiatives and develop a high level of operating excellence with a fast, low cost, and high quality and delivery process.  IT plays an important role in enabling the business to achieve its strategic aims.  Your challenge is to align yourself with business demands and organise your IT capabilities in such a way that the business can achieve its targets for lowering operations costs, increasing revenue and market share, and increasing customer satisfaction and loyalty.

During this interactive workshop participants will play six rounds, with each round representing one business month in the lifecycle of Grab@Pizza. In each round participants will:

  • Analyse the current performance of your IT management processes and organisation
  • Identify the business requirements and demands for IT solutions
  • Make decisions about resources, workload and priorities
  • Calculate the IT costs for this round and make investment decisions
  • Plan Application development activities and plan the Change Calendar
  • Propose and implement improvements to align IT performance to business needs


  • Deliver agreed IT Services with limited resources, in terms of budget and people
  • Minimise IT costs by optimising ITSM people, processes and supporting technology
  • Use Suppliers effectively
  • Prioritise IT investments and workload, in terms of Maintenance & Support and Innovation & Development
  • Translate Business Requirements into the required IT Services
  • Plan application development activities, prioritising the projects/changes planned on the Change Calendar
  • Minimise potential business risks to continuity caused by poor availability, capacity and security of the IT services
  • Realise and demonstrate business value


  • IT Business/Account Managers
  • IT Directors and Managers
  • ITSM Process Owners/Managers
  • ITSM Service Level Managers
  • ITSM Quality/Service Managers
  • Senior IT Analysts


There are no prerequisites for attending this workshop.


  • There is no exam
  • You will attain 12 professional development units (PDUs) for Project Managers