MarsLander® – a next generation ITSM simulation


The MarsLander® simulation is about exploring and experiencing how you can transform your current IT organization into a more Agile and Lean organization based on ITSM Next Generation principles such as ITIL®4, VeriSM™, Agile Service Management to name but a few.

Duration of the simulation: 1 day
umber of participants: 8 – 13
Delivery format: Virtual and classroom
Note: The mentioned price is for a group of 7 to 10 students


MarsLander® – a next generation ITSM simulation

  • How to apply a more Lean and Agile ITSM approach in day to day work?
  • How to bring more value to our business?
  • How to create use continual improvement?

In the 20th century, ITIL® played a pivotal role in orchestrating the success of the Apollo 13 mission, safely ferrying astronauts to the moon and back to Earth. However, the challenges presented by sending a MarsLander to Mars surpass those of the past. This mission involves an intricate web of software, unprecedented complexity, and a constant need to adapt to unforeseen developments.

Effectively managing service delivery in this context demands heightened agility and efficiency. It’s no longer sufficient to merely synchronize the efforts of different teams responsible for software, hardware, and services. They must be capable of swiftly and securely handling new requirements and changes. This is where Agile Service Management comes into play.

But what does Agile Service Management entail?

To meet the ever-growing demands of our customers, IT teams must rapidly respond to new business requests, delivering solutions that are not only speedy but also error-free. In the vast expanse of space, there’s no room for error, and sending an on-site engineer to fix a problem simply isn’t an option.

Our approach to the MarsLander mission is groundbreaking, and we are continually learning as we navigate uncharted territory. Flexibility is our cornerstone, as we adapt and enhance our services and capabilities incrementally to stay in sync with our customers’ evolving needs. Concurrently, we’re becoming increasingly reliant on a network of partners and suppliers who must also be nimble and responsive to changing requirements.

Collaboration is key, and we operate in multifunctional teams. This approach promotes knowledge sharing, minimizes handoffs, mitigates miscommunication, and ensures alignment with customer expectations while enhancing the flow of work.


The mission of your team is clear:

Launch a rocket with the MarsLander on board, bring it to Mars and collect valuable data for Universities and Research Centers.

Your challenge is to support the Mission Center, helping ensure they are able to achieve all mission goals. The Mission Director is managing the Mission Center and leads a team consisting of Flight Operation, Navigation and communication experts. These specialists manage the flight plan of the mission in accordance with mission goals and contractual agreements with the customers and suppliers.

The Mission Support Team consists of Support Engineers, Test Engineers and Change Management. They will resolve all issues that occur during the mission. The Development Team develops and maintains applications, features and application fixes. Vendors are supporting the Mission Support Team with data communication services and data storage services. The Service Manager will manage the Service Design, Service Delivery and Service Improvement.

  • Duration of the simulation: 1 day
  • Number of participants: 10-13
  • Basic expertise: ITSM basic understanding

This simulation is ideal for in-house and team training purposes. For further details and information, please don’t hesitate to contact us via email or live chat.


This simulation is ideal for in-house and team training purposes. If you have any specific questions or need assistance with organizing an in-house training workshop, feel free to contact us for more information or guidance via email or our live chat.

Note: The mentioned price is for a group of 7 to 10 students


MarsLander® – a next generation ITSM simulationRM16,200.00


The Simulation

The simulation consists of four rounds, each representing a crucial phase of the mission:

Round 1 – Prepare the Mission
In this round, the team initiates the mission with a traditional structure, featuring a Service Desk and first and second-line support. The primary focus is to understand the current Service requirements of Mission Control and address the backlog of issues from the test phase. Simultaneously, the Development Team works on the final application. The Service Manager defines the required services and agreed-upon Key Performance Indicators (KPIs).

Round 2 – Launch and Hardy IV Encounter
The mission progresses as the spacecraft orbits the Earth and heads toward comet Hardy IV. The objective is to collect valuable data from the comet and transmit it to Earth for research purposes. Customer demands may change, new issues can arise, and adjustments to the flight plan may be necessary. Post-round, the team explores opportunities for service improvement and the design of the next service release.

Round 3 – Heading to Mars
This round introduces the concept of Service Teams, enhancing workflow, minimizing rework, and enabling faster responses. The spacecraft continues its journey to Mars, making two orbits around the planet to gather data. The team faces the challenge of rapidly responding to new customer requests and potentially integrating vendors into their teams. Service automation solutions are explored to enhance performance.

Round 4 – Exploring the Landscape of Mars
In this final round, after an improvement cycle, the MarsLander has landed on Mars and embarks on its two missions on the planet’s surface. Success hinges on solving outstanding issues, ensuring data collection aligns with agreements and deadlines, and coordinating with vendors to guarantee sufficient data transmission and storage capacity. The team must also confirm the delivery of requested features and its ability to provide support. Knowledge sharing and experience within multifunctional teams play a critical role. This round serves as the last chance to achieve mission goals before the MarsLander enters a sleep mode, marking a moment of celebration and mission success.

The simulation offers a dynamic and immersive learning experience that mirrors real-world challenges, encouraging participants to apply ITSM and agile principles to overcome hurdles and deliver a successful mission.

Learning Objectives

Which Aspects will you experience during this simulation?
This simulation is about exploring and experiencing how you can transform your current IT organization into a more Agile and Lean organization. The following aspects will be experienced and discussed:

  • How can service teams help and how to create high performing teams?
  • How can we visualize our work, using KanBan?
  • How can we increase the flow of work?
  • How can we integrate vendors into our services?
  • How to work closer together with development?
  • How to continuously improve our services?
  • How to become a flexible service organization that respond rapidly to changing demands?
  • How to become more customer focused, and develop this ‘customer thinking’ into our teams?
  • How to effective manage workload (end-to-end) and how to reduce unplanned work?
  • How to increase customer and employee satisfaction?

Target Audience

This simulation is designed for roles inside and outside of IT. Since this simulation is
aimed at exploring and experiencing a new way of working this simulation does not
require any specific knowledge to participate.

  • Employees of IT (Operations) teams can explore how a more service oriented way
    of working can make their work more enjoyable and better.
  • IT managers and team leaders can learn how to coach and facilitate their teams
    towards high performing teams.
  • Development teams can experience how to work together with IT operation teams.
  • Business roles can experience how their roles may change if the organization
    starts to work in a more Agile and Lean way of working.
  • ITSM specialists can learn what ‘Agile Service management’ means. How to make
    ITIL more responsive and fit for use in this new environment of rapid,
    unpredictable change in which solutions must be deployed rapidly, yet safely.

This simulation also helps IT Operations teams to take the next steps towards
alignment with the DevOps philosophy and ITIL Practitioner guiding principles.


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