A unique characteristic of FortFantastic is that the simulation refrains from using any IT terminology. In other words, FortFantastic is an ITIL simulation that is not built around an IT environment. Instead the scenario is grounding on the task of managing a theme park. Nevertheless, the underlying essence of the game is to highlight the advantages of working in structured processes and to demonstrate the value that a best-practice process framework such as ITIL has to offer.
Subsequently aspects of the game and their association with ITIL processes are outlined.
Service Operation
Incident Management
Control Room panel represents a service desk (SPOC)
Control Room staff has to log the relevant information on the nature of the
incident (ticket documentation) for following support groups (second
level support)
Non-availability of services has a serious impact on the business
Not all incidents have the same effect (prioritization)
Priorities have to be assigned by the business manager (incident prioritization
has to be coordinated from an business perspective)
Problem Management
Identical incidents
occur several times. Emphasis of incident process is to restore
availability of the service vs. problem management remedies the cause
Documentation of already resolved incidents (Known Error DB) improves efficiency
since the incident solution is geared to a rapid repair without necessarily eliminating the underlying causes
After the cause analysis, activities are suggested which partly have change character
Event Management
System notifications are generated that either have information character or indicate the need of action
Different addressees (operating business, technical support)
Service Transition
Configuration Management
Detailed knowledge of the infrastructure is required in order to resolve the incidents
Information about the infrastructure exist in different format (= logical CMDB, technical support manual, infrastructure plans)
Modifications in the infrastructure have to be documented in the information material (infrastructure plan = CMDB)
Change Management
A number of activities (reconfiguration) result in modification of the infrastructure
The
Operating Business or Control Room may pursue activities (via Activity
Cards) which have a significant effect on the work of technical
support. A lack of communication and transparency will emphasize the
need of an accepted approval process. Financial Management
All processes and effects have a bottom line impact
Release Management
New attractions have to be integrated into the existing infrastructure
Operational readyness based on testing and evaluation
Service Design
Service Level Management
Operating Business has to define target resolution times
Setup of SLA with Techincal Support
Regular SL Reviews
Continuity Management
Duplication of the infrastructure (power plant)
Hot standby, since all incidents caused by electrical problems can be avoided
Expensive solution which resembles sister site concepts
Capacity Management
Each attraction is embedded in several infrastructure networks with some bottlenecks
Team can opt to change capacity of networks with impact on performance and profit
Availability Management
Availability as KPI build into the simulation model
Team can pro actively implement activities to enhance availability
Continual Service Improvement
Comparing the performance of both teams at the end of each round emphasizes best practices
KPIs summarized an a dashboard provide real-time feedback and efficiency control
Learning Outcomes 
