You have a "bird's-eye"
view of your IT landscape in the form of a matrix comprising six IT services and their supporting technical and application
services. Each service is built on four of six technical services as well as its application software. you can see where the
confidence is high, where there are incidents and where there are risks. It's up to you as a service manager to show that
your services are not only the best but also have the highest confidence levels: delivering high availability and releability
to your users.
Periodically, one of the technical
services is life-cycled. Risk assessments can be performed to reveal the week point
in each IT service. Furthermore, over
the course of the game, stress tests may be performed to determine the weakest area of the whole landscape (matrix), leading
to a loss of confidence in that area. If there is no confidence, an incident occurs. An incident may be either high priority (red) or low priority (white) depending on the severity of the incident when compared
with the level of the IT service. High priority incident must be dealt with before any other actions. Solving an incident may result in you acquiring new knowledge which you can later use to reduce the resources needed for
your actions or retained to give points at the end of the game. If you take time to enter you knowledge in a Wiki, it is considered
permenant and is retained for the whole game. Alternatively, you may keep the knowledge to yourself. This is termed tacit
knowledge and is lost if used.
Each player manages one or two IT services which are chosen at the beginning of the
game. Each service can have one of two alternative service levels, gold or silver, the choice of which affects the undertaking.
During the course of the game, the players strive to resolve incidents, improve confidence and improve their IT service. Each
IT service can be life-cycled twice, resulting in more points at the end of the game but presenting challenges in maintaining
are scored at the end of the game for life-cycled IT services, retained knowledge and confidence built. Points are lost for
unresolved incidents. The player with the highest points is the winner.