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Contact us for a live demo.Thousands of clients around the world trust EDS to manage their mission-critical business systems. In order to optimize service excellence, EDS employs its own rigorous extensions to the ITIL (Information Technology Infrastructure Library) methodology.
EDS must ensure that its 5000 Production Environment Managers based at EDS Service Management Centers and client locations around the world execute this methodology with consistent service excellence. So EDS called upon Knowledge Dynamics to develop a simulation-based learning experience, where PEMs can practice and master the EDS methodology by executing it for simulated clients.
Knowledge Dynamics' patent-pending simulation tools enabled rapid prototyping and rollout of this rich, robust learning environment. The simulation models were developed using our KDCalc product, the user interface was developed with our Flash Magnesium architecture, and the artificially intelligent feedback and team interactions were created using our KDStudio and Discourse Engine.
Summary of EDS' Critical Incident Management Training
- Topic: EDS Critical Incident Management methodology based on ITIL
- Audience: 5,000 Production Environment Managers around the world, at client sites and EDS service management centers.
- Management:
- Full SCORM LMS integration
- Web and CD-ROM distribution
- Knowledge Dynamics solution- Learner-centric simulations and Knowledge Transfer:
- Present - Information and principles using rich media
- Practice - Individual skills in integrated exercises
- Perform - Higher order skills in comprehensive simulations
- Learner Challenge:
- Assemble and lead a team of business and technical experts to respond to a critical business interruption
- Execute proper protocols in addressing the crisis and communicating with internal and client personnel. Avoid financial penalties for non-compliance.
- Continuously monitor leadership effectiveness and client satisfaction
- Utilize on-demand intelligent assessment and guidance
- Components:
- Individually generated pre-test
- Media-rich orientation and reference materials
- Skills-focused practice activities
- Real-life war stories
- Basic Client Outage Simulation
- Individually generated post-test
- Open-ended Client Outage Simulation
- Length of Course: ~4 hours