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Certificate: none
Duration: 1 day
Simulation Delivery: Classroom
Number of participants: 8 – 16
Related Framework: various outsourcing frameworks
Course ID: SIM1401
Language: English, Dutch
Credits: None

Simulation Description:

Your organization has outsourced some of its services to an (external) supplier or to an (internal) shared service center. However, neither the contracting party nor subcontractor can always successfully realize the targets such as, for example, increasing the competitive capacity through structural reduction of the costs, improved quality of the services or the capacity for innovation. If such targets are indeed to be achieved, they require a healthy balance between Trust and Control. Specific relationship management skills are therefore required, and must be implemented and organised by both parties.

In an amusement park, visitor assistants (users) try to guide various target groups as well as possible through the park. If problems arise, they can ask Park Management (Information Services) for help. The park managers assess whether they can solve the problem themselves or whether they have to call in Attraction Management (IT). Meanwhile, the management and the policy department develop long-term policy frameworks. The park managers have their work cut out steering everything in the right direction.

Despite all the hard work users are dissatisfied with Information Services. Things take too long, priorities are not properly set, and users do not get what they expect.
Information Services do not succeed in justifying the activities and costs. The work varies in character: short cyclical work and medium and long-term activities are all mixed together. It is difficult to specify functionalities and tests are not properly set up. It is not always clear who is responsible for what, and even when it is, people just go their own way.

The challenge to participants : get organized, get optimized. Make sure the park has a future!

The simulation follows a solid instructional design approach to achieve results. There is a planning phase (what is the plan), and execution phase (building and deploying), followed by a reflection phase (what happened). During the reflection phase reference is made to Project management principles and theory, and these are connected to real life situations of the organization the participants are working for.


IT-management, Business Managers, Project Teams, IT users, IT professionals

Learning Objectives:

  • Demand-IT helps parties who play a role in insourcing or outsourcing, to map out each others’ expectations. It deals with the relational component in particular: how can we work together both pleasurably AND effectively to arrive at an optimum service? How can we find the right balance between “Trust and Control”?
  • Participants appreciate that a model based approach is useful in getting control of the complexity of IT sourcing.
  • Participants develop a joint control organization in which agreements on tasks, responsibilities and authorities play an important role.

elements Benefits of Simulations:

You are emerged in a real life simulated environment. You will have to apply and adopt the theory to succeed in the business simulation. The power behind the simulation comes from gamification: game thinking and game mechanics are used in a non-game context to solving problems. This fun, experiential and effective delivery method ensures that new learning ‘sticks’. Mistakes can be made and you will learn from the simulation, your peers and the instructor (game leader).

Benefits of Taking This Simulation:

  • The participant is familiar with the various Information management processes and understands how they are related (Process awareness)
  • The participant is capable of recognizing roles, targets and responsibilities, and can take action accordingly (Process-based working)
  • The candidate appreciates collaboration and is able to adapt at times in order to be more effective and efficient as a team (Cooperation)
  • The participant understands that his or her work is oriented towards the creation of value for customers (Customer-oriented working)

A telecommunications company had made its own IT department independent. It soon transpired that a healthy client-supplier relationship was simply not happening. On the one hand, people were still acting too much as (former) colleagues, while on the other hand, both sides waved the Service agreement (defensively) when things went wrong.

Application of the Demand-it business simulation soon made the problems visible. These were on both the relational side and in terms of the agreements which were a constant source of unclarity.

The experiences gained in Demand-it allowed a new start, in which parties were able to convert mistrust and suspicion into new energy and a joint view towards the future.

The simulation provided an orderly list of points of action, with clear and concerted results expectations.

The Outsourcing consultant



  • There are no prerequisites for this simulation
  • If the simulation is conducted as an incompany simulation, please keep in mind that there is a minimum of 8 and a maximum of 16 participants required.

Follow-on Course:


  • The business simulation is typically played as a 1-day simulation, and there are 3 – 5 rounds to the simulation depending on the learning objectives.
  • If an entire day is too long, there are possibilities also to deliver the simulation in half a day, with a special scenario.

Demand-it is a copyrighted trademark of Simagine, All rights reserved.

Nuestros Clientes SGI

SGI Consulting Group

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