Grab@Pizza is a very successful company selling millions of Pizza’s every year. But after 6 months in the current year, the sales figures are far below expectations. The CEO urged the Business Manager to make a challenging recovery plan. This plan is based on a 6 month strategy to bring the sales and profit back on target. IT is a crucial enabler for reaching new markets, streamlining processes and reducing administrative overheads. The IT department must organize themselves to explore the business demands, translate them to IT strategy and organise IT Support, IT Operations and Change Management to ensure that the Business is successful at the end of the simulation.

Objectives: This simulation can be used for many different situations. For each of the scenario’s we can offer separate reflection and discussions during the improvement cycles.


The game can be used in combination with COBIT foundation or implementation training, and can also be used during COBIT implementation initiatives to create awareness, buy-in and help capture improvements. When played in this context we can focus on aspects such as:

  • Exploring business drivers and stakeholder needs
  • Using the goals cascade to align business and IT goals
  • Understanding RACI requirements for both Business AND IT
  • Balancing decision making and priority mechanisms around ‘Benefits Realisation’, ‘Resource optimisation’ & ‘Risk optimisation’
  • Using Cobit to assess capabilities, agree and prioritise improvements between game rounds.
  • Business Relationship Management (BRM)
  • The game can be used in combination with the BRMP or CBRM training. It can also be used by BRM teams to promote
  • BRM within their own organisations. Bringing Business and IT people together to explore and agree the role and importance of BRM and to capture improvements.

When played in this context we can focus on aspects such as:

  • Moving BRM from an ‘order taker’ to a ‘strategic partner’
  • Understand the role of BRM as ‘Connector’,‘Orchestrator’, ‘Navigator’
  • Understanding sources of ‘Value Leakage’ and how to optimise ‘Value realisation’
  • Explore the BRM role in Service Management and how frameworks such as COBIT and ITIL®

ITIL® practitioner

The game can be used in combination with ITIL® training, particularly ITIL® practitioner, as it provides ample opportunity to apply ITIL® theory and experiment with ITIL® practitioner TOOLKIT items in a case organisation. It can also be played within organisations as a CSI instrument, and to support OCM (Organisational Change Management) initiatives to create-buy in and surface resistance. When played in this context we can focus on aspects such as:

  • Using the Guiding principles ‘focus on value’ & ‘design for experience’ to align with business needs
  • How to effectively communicate and collaborate E2E
  • Using CSI between game rounds to populate a CSI register and prioritise improvements to ‘progress iteratively
  • Using measurements and metrics that relate to business value and outcomes


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Kate Hamblin

Senior ITSM Consultant +44 0118 324 0620