Reviews for the SERVIEW ITSM Simulation "Apollo 13"

Unfortunately, the rocket crashed!

October 9, 2025 | Dennis Gutekunst (University Hospital of Tübingen)

Hello, everyone, Our group had a very interesting, educational, and fun Apollo 13 simulation with Mr. Hinrichs, With his dedication, sense of humor, and expertise, he taught us a lot and helped us build a “rocket.” Thank you so much for everything we learned and for all the fun we had together as a group! Best regards from Tübingen!

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

I highly recommend it

October 9, 2025 | Thineaga Sivanesan (University Hospital of Tübingen)

The trainer, Björn, led the Apollo 13 simulation with great dedication and a good sense of humor. He took his role very seriously, which made the simulation come alive and feel authentic. The exercise was not only fun but also provided valuable insights into how effective service management and rapid incident resolution work in practice. An extremely knowledgeable and entertaining trainer—highly recommended!

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Everything's great

December 12, 2024 | Anonymous

That was a good workout

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Steven Brauer

Everything's great

December 12, 2024 | Anonymous

That was a good workout

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Steven Brauer

Training

December 5, 2024 | Anonymous

Instructors Madlen and Hilmar, a very realistic simulation, wonderfully prepared—great job!

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Steven Brauer

Experiencing ITSM

May 16, 2024 | Anonymous

Thank you very much, it was very interesting to explore the theoretical concepts. I will definitely recommend the simulations to my colleagues.

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

So well-known, and yet so misunderstood

March 29, 2023 | Anonymous

Actually, when it comes to “Apollo 13,” everyone knows what it’s about (at least those born before 1980). And we all knew how ITIL works, at least the strict version. Reorganizing ourselves while dealing with a problematic situation, trying out new structures, and rethinking hierarchies—that was new and worked very well. The trainer was also great—not just a “game master.” The training was very informative, even beyond ITIL. I’d gladly take part in it again anytime.

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Interactive Team Building

October 25, 2022 | Anonymous

A very dedicated instructor, materials crafted with great attention to detail, and a truly fascinating topic (Apollo 13) all combine to create an unforgettable training experience. It was really great! I'm already looking forward to the next training session!

Training: ITSM Simulation "Apollo 13" In-Person Training

Everything's great

July 4, 2022 | Anonymous

A unique experience: learning through play

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Together, Agile, Successful

May 18, 2022 | Anonymous

Sharing insights, learning, and experiencing things together does more than just foster group dynamics. It quickly became clear how important coordination, communication, and a strong commitment to problem-solving are when working together—especially under time pressure.

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Mission accomplished and a safe landing!

October 21, 2019 | Ulf Wolfsgruber (SHD)

The simulation did a great job of reflecting the unique aspects of the company culture and daily work processes. As such, the insights gained were certainly very valuable and must be incorporated into existing processes (which, of course, is in line with ITIL). The introduction to the game was a bit confusing at first, but things became clearer and more focused in the subsequent phases of the game. Generally speaking, this “development” is intentional in simulations, particularly the level of stress it creates in the various roles. Our trainer was able to convey the material in a very relaxed and practical manner and also provided additional tips on ITIL implementation. Definitely a valuable addition to the certification.

Training: ITSM Simulation "Apollo 13" In-Person Training

Great workshop, awesome simulation

December 8, 2017 | Mathias ZiPperle (HELIX Software + Support GmbH)

Very engaging, very entertaining, very informative Great trainer, and my team definitely had a few "aha" moments

Training: ITSM Simulation "Apollo 13" In-Person Training

Still well worth it even the second time around

December 7, 2017 | Linus Linder (HELIX Software & Support GmbH)

Since I had already played the Apollo Project with my team at my previous employer, I did it again with my new team. Even during the second round, I was able to pick up some great "aha moments," and I highly recommend it to everyone.

Training: ITSM Simulation "Apollo 13" In-Person Training

Putting ITIL Theory into Practice

September 29, 2017 | Anonymous

The training clearly illustrated the theoretical fundamentals covered in the Foundation course and made them easy to understand. It provided a good foundation for practical work.

Training: ITSM Simulation "Apollo 13" In-Person Training

Effective Implementation of ITIL Theory

September 28, 2017 | Frank Heublein (REGIOMED-KLINIKEN Coburg)

Training: ITSM Simulation "Apollo 13" In-Person Training

Very creative

September 28, 2017 | Anonymous

The Apollo 13 simulation was my first experience with ITIL. Since I’m just a first-year IT apprentice, I was initially overwhelmed by all the technical terms. Still, I found the day very interesting. I thought the idea of using a real NASA space mission (Apollo 13) as an example was particularly creative.

Training: ITSM Simulation "Apollo 13" In-Person Training
Instructor: Andrea Kremer

ITIL ITSM Theory with a Practical Focus and a Proven Approach to Continuous Improvement

September 27, 2017 | Lothar Theisen (Db Vertrieb GmbH)

Using the Apollo 13 mission as a case study for the “Critical Incident” exercise, participants were able to apply the theoretical knowledge they had learned in the context of event, incident, problem, and change management—all within a highly realistic setting. The example, preparation, and guidance provided by the Serview instructor were very successful. Some of the materials used during the ITIL simulation sessions and the tasks assigned to the roles in the example (RETRO, FIDO, GUIDO, SSR, etc.) were not transparent enough in some cases, causing valuable time to be lost. The instructor’s combined roles as Mission Director, Supplier, and astronaut crew were too much to handle. There is certainly room for improvement here, especially if the people/participants available for the simulation do not fill all the roles. The rooms, break times, and catering were excellent. Many thanks to Serview.

Training: ITSM Simulation "Apollo 13" In-Person Training

A Successful Failure

November 28, 2016 | Peter Unger (Motor Presse Stuttgart GmbH & Co. KG)

In a highly entertaining presentation that repeatedly drew parallels to everyday IT topics, Hilmar Stock guided us through the Apollo 13 mission.

Training: ITSM Simulation "Apollo 13" In-Person Training

ITIL® Simulation Training: Apollo 13

November 25, 2016 | Calin Dan Radoi (Motor Presse Stuttgart GmbH & Co. KG)

A very knowledgeable, pleasant, and friendly trainer. The training session was a lot of fun and very informative.

Training: ITSM Simulation "Apollo 13" In-Person Training

A good opportunity to brush up on your skills

November 7, 2016 | Anonymous

It was helpful to see the theoretical concepts of ITIL put into practice and observe their real-world implications. This really helps improve one's understanding.

Training: ITSM Simulation "Apollo 13" In-Person Training

Apollo 13 Simulation

June 15, 2016 | Bernd Schühle (1&1 Internet SE)

- Engaging presentation of the material - Effective presentation of the simulation content, supplementary material, and information - Well-organized and simulated sense of urgency - Good atmosphere

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

June 8, 2016 | Christian Mertens (Episcopal Vicariate General of Münster)

A very lively, well-structured, very well-prepared, and fun training session!

Training: ITSM Simulation "Apollo 13" In-Person Training

The Flight to the Moon

May 30, 2016 | Michael Lukassen (Episcopal Vicariate General of Münster)

A great simulation from which I was able to learn quite a few things that I can apply to my daily work. I wouldn't have thought that was possible. Thank you very much for that.

Training: ITSM Simulation "Apollo 13" In-Person Training

Many thanks to Mr. Stock

May 25, 2016 | Kanigowski, Adolf (BGV Münster)

It was a thoroughly successful event

Training: ITSM Simulation "Apollo 13" In-Person Training

ITIL Training

January 26, 2016 | Anja Wiesener (SAS Institute GmbH, Heidelberg)

The trainer presented the material in a very clear and engaging way and—despite the topic being rather dry—managed to make the training so “exciting” that we, as participants, were able to stay actively engaged and interested the entire time!

Training: ITSM Simulation "Apollo 13" In-Person Training

A Good Introduction to ITIL

January 15, 2016 | Thorsten Fabian (SAS Deutschland GmbH)

The two days provided an interesting and engaging introduction to a topic that is only seemingly dry. The Apollo 13 simulation playfully demonstrated the benefits of ITIL, which were repeatedly referenced throughout the introduction. The many examples and real-world applications were also very clear and helpful, making it easier to remember the content and apply it to our daily work.

Training: ITSM Simulation "Apollo 13" In-Person Training

The Apollo 13 Experience with ITSM

October 22, 2015 | Peter Emele (dm drogerie markt)

Trainer Hilmar Stock explained the ITSM processes in a very clear and engaging way, and his personal style inspired the group to apply the processes to the Apollo 13 mission. The group improved with each round, and after some initial difficulties, they managed to successfully complete the mission.

Training: ITSM Simulation "Apollo 13" In-Person Training

DIFFERENT!

October 22, 2015 | Anonymous

Apollo 13 ... great idea, very unique, and highly educational. The trainer is a little too “DIFFERENT” for my taste.

Training: ITSM Simulation "Apollo 13" In-Person Training

Apollo 13

September 16, 2015 | Silvia Moritz-Kiefert (Office of Information and Communication Technology)

Great workout!

Training: ITSM Simulation "Apollo 13" In-Person Training

A very good course

September 11, 2015 | Roock, Mathias (City of Frankfurt, Office of Information and Communications Technology)

I really enjoyed this training course on incidents and service requests.

Training: ITSM Simulation "Apollo 13" In-Person Training

July 24, 2015 | Jaouad (DACHSER Group SE & Co. KG)

Friendly coaches, a structured approach, and good training materials. Thank you all.

Training: ITSM Simulation "Apollo 13" In-Person Training

Apollo 13

July 24, 2015 | Reinhard Steurer (Dachser SE)

The Apollo 13 simulation provides an excellent understanding of ITIL processes. This should be mandatory for all IT staff!!

Training: ITSM Simulation "Apollo 13" In-Person Training

An absolutely brilliant Apollo 13 simulation

June 19, 2015 | Anonymous

The Apollo 13 simulation was a complete success. Thanks to its practical focus, all participants gained a very good understanding of IT service management.

Training: ITSM Simulation "Apollo 13" In-Person Training

A really good simulation!

April 16, 2015 | Ulrich Villers (ORBIT Gesellschaft für Applikations- und Informationssysteme mbH)

The simulation exceeded all my expectations. ITIL in action—and even though it had a “hotel-like atmosphere,” you quickly forget that and find yourself under pressure… after all, the astronauts need to get home.

Training: ITSM Simulation "Apollo 13" In-Person Training

Thank you!

April 16, 2015 | Anonymous

A very successful and entertaining event. It was a lot of fun.

Training: ITSM Simulation "Apollo 13" In-Person Training

I really liked it

April 16, 2015 | A. Kummert (Denic eG)

I really enjoyed the simulation game based on that prominent event, in which we were able to experience a wide variety of situations in work processes all at once. A more detailed explanation of the rules and possible actions might help clear up some of the confusion during the game. Mr. König did a great job of repeatedly pointing out parallels to real-life work situations and hinting at possible solutions. As a non-observer, I would have liked a little more time for reflection and for applying the experiences and experiments to real-life work situations. We could have benefited even more from Mr. König’s guidance in that regard.

Training: ITSM Simulation "Apollo 13" In-Person Training

The simulation was very interesting, well-conducted, and informative.

April 16, 2015 | Natalie Burki (Fixit TM Holding GmbH)

In general, the feeling (across both groups) was that the introduction wasn’t sufficient: no one knew how to use the different cards, what information was needed, or what to fill out (e.g., “M-16” must be listed as the solution). In some cases, it was too technical for logical reasoning; that is, I cannot perform a logical assessment or initiate measures if I do not understand the content. Once this information was clarified after the initial chaotic round, things became clearer. Improvement: Walk through a complete incident example before the simulation begins. Furthermore, there was no presentation of results highlighting the improvements already achieved, the weaknesses still identified that could not be resolved within the scope of the simulation, and the resulting adaptation to the real-world work environment—including the derivation of measures for future improvement in collaboration with the participants.

Training: ITSM Simulation "Apollo 13" In-Person Training

From my perspective, I would definitely recommend this simulation.

April 16, 2015 | Steven Wichmann (BWI Systeme GmbH)

Hello SerView, a little late, but here is my feedback on the Apollo 13 simulation at the Best Management Congress in Bad Neuenahr this year. Considering the short duration (one day), Apollo 13 is a well-balanced and comprehensive ITIL simulation. The training is very well thought out and, as a result, covers a wide range of ITIL processes. The two facilitators, Timo König and Gerd Cardinale, led the simulation very well. From my perspective, I would definitely recommend this simulation.

Training: ITSM Simulation "Apollo 13" In-Person Training

Thank you very much!

April 16, 2015 | Pascal Arn (tpc AG)

I’ve heard a lot about ITIL, and some people have described ITIL training courses in the past as “dry.” After participating in the simulation, I have to say that this shouldn’t be generalized. I found the ITIL simulation to be a valuable experience.

Training: ITSM Simulation "Apollo 13" In-Person Training

We had the opportunity to experience an interesting, exciting, and educational day

April 16, 2015 | Andrea Scanzi (tpc switzerland ag)

Mr. König is a very good instructor. He did an excellent job of teaching this challenging course, and we were able to enjoy an interesting, exciting, and informative day. Although it started out very abstract, we still found a way to reach a positive conclusion—thanks in part to Mr. König.

Training: ITSM Simulation "Apollo 13" In-Person Training

It was fun

April 16, 2015 | Susanne Matthiesen (Hermes Europe GmbH)

The simulation game was a lot of fun. In addition to the learning benefits, it also showed that we’re already a good team and work very well together.

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Overall, I was very satisfied with the Apollo 13 workshop (WS).

April 16, 2015 | Sebastian Stindl (Hermes Europe GmbH)

What I didn't know beforehand was that this workshop requires at least 9 people for a meaningful simulation. The document I received in advance for planning and conducting the workshop stated that it was designed for a maximum of 12 people. However, Mr. Hinrichs then brought this up with me again and explained that at least 9 people are needed for a meaningful simulation of these workshops, and that there had already been groups with, for example, 14 people present. Unfortunately, there were only 7 of us, so we had to split 4 roles between two people. As a result, the workload was unfortunately too heavy for those two individuals. Although we were able to alleviate this internally by delegating tasks, it was still noticeable. Otherwise, I found the experience very pleasant, and I believe that, given our circumstances and with the help of Mr. Hinrichs and Mr. Lausch, we managed it quite well.

Training: ITSM Simulation "Apollo 13" In-Person Training
Trainer: Björn Hinrichs

Top

April 16, 2015 | Eckard Kronmüller (OPTIMA packaging Group GmbH)

The topic was well presented using Apollo 13—the simulation was very effective because participants actively engaged in it (no monologues)—Through the simulation, the participants themselves realized what wasn’t working and needed to be improved—There was a reflection session after each round—It became clear how important teamwork is, but also that there must be clear instructions and structured processes—The trainer was very good—he conveyed the topic effectively

Training: ITSM Simulation "Apollo 13" In-Person Training

A good, pleasant day

April 16, 2015 | Stefan Hall (DRV Federal Office)

For me, *Apollo 13* feels a bit too narrow in scope and has some unclear aspects, overshadowed as it is by the overriding determination to save lives. How did the CM know, so early on, about a change the world hadn’t yet seen? Where did the puzzles come from, and why were the astronauts communicating directly with the developers (via headsets)? Maybe the game’s true character only becomes apparent after a two-day simulation. A tiny bit of criticism/suggestion: When casting the roles, I would have preferred a random draw. This would have broken down the group dynamics even further and prevented the “punctual” players from being forced into a specific role. We had actually waited for the trainer to pick us up at the desk, but that didn’t happen—or maybe we just didn’t notice. OK, this is just nitpicking, which didn’t detract from the fun of the game. The astronauts embodied their roles perfectly and gasped for air a few times… but down on the ground, you always have plenty of that ;-) Best regards, Stefan Hall

Training: ITSM Simulation "Apollo 13" In-Person Training

Apollo 13 Simulation Very Effective

April 16, 2015 | Oliver Uhlenbrock (BTC AG)

A few years ago, I completed the ITIL v3 Foundation course. Personally, I didn’t find that course particularly helpful, and it didn’t leave a lasting impression on me. However, with some prior knowledge and, above all, experience from day-to-day business operations, the Apollo 13 simulation is very effective! With that in mind, we’re trying to convince our managers that other colleagues should also have the opportunity to experience this simulation... Two constructive suggestions for improvement: A brief introduction to the technical world of rocket engineering (vocabulary) and an explanation of the very extensive material would have been helpful for getting started with the topic.

Training: ITSM Simulation "Apollo 13" In-Person Training

Time flew by

April 16, 2015 | Markus Häffner (Optima Packaging Group)

I've attended several ITIL seminars before, and most of them were "dry" lectures. That's why it was really interesting to see how the content and processes can be taught "interactively" using a real "story." Time flew by, and I—and I think the whole IT team—really enjoyed it.

Training: ITSM Simulation "Apollo 13" In-Person Training

An impressive and very informative workshop

April 16, 2015 | Rainer Onofri (Basler Insurance AG)

An impressive and highly informative workshop that uses a simulation to show participants in a practical way that the planning, implementation, and execution of processes only run smoothly and without errors on paper.

Training: ITSM Simulation "Apollo 13" In-Person Training

Learning While Having Fun

March 10, 2015 | Anonymous

Thank you for this training session. It was very informative, even for me as an IT newbie. The presentation was clear and well-organized. It was fun.

Training: ITSM Simulation "Apollo 13" In-Person Training

Great workshop—Apollo saved!

March 10, 2015 | Linus Linder (FARO Europe GmbH)

Before introducing a new ticketing system, we held the Apollo workshop. Even though we had extensive ITIL knowledge within our own team, the workshop once again made it clear to us what we need to take into account in a project like this. The simulation demonstrates to all participants in a “playful” way the benefits that can be achieved through ITIL processes.

Training: ITSM Simulation "Apollo 13" In-Person Training

Apollo 13 Workshop

March 10, 2015 | Anonymous

The Apollo 13 workshop was interesting. What I liked most about it was that it was an interactive workshop. The trainer shared with us directly the areas that could be improved. As a result, we could feel the success right away as soon as we moved on to the next phase and put those improvements into practice.

Training: ITSM Simulation "Apollo 13" In-Person Training