1. Evaluation of service management simulation activities
David Bowers and Matthew Nelson (C&C)
October 2018 – December 2019

2. What’s being evaluated?
TM254 Service Management Activity (SMA) and Simulation (SMS)
TM254: IT management: the Why, the What and the How
first presentation October ~780 students
Team working is “medium” throughout module (rather than message)
First facet of teamworking – effective communication in context
Activity – SMA – optional in 18J
Game based learning
students enrol anonymously, groups of 5, assigned specific roles
daily – may require response (selection of button)
responses determine outcome of activity
Simulation – SMS – automated instantiation of activity, simulated responses
Students reflect on way partivcipants responded, and impact, in TMA01
Bowers, Nelson: Evaluation of service management simulation activities

3. What we’re trying to find out
Whether or not activity (SMA) and simulation (SMS) help students achieve learning outcomes:
Appreciation of importance of timely communication
Understanding that “service management” focus needs to pervade responses
Evidence sources
Grades from relevant TMA question
Compare those students who did complete activity and those who didn’t
Voluntary RTSF questionnaire following TMA submission
Exploring students’ perceptions of the activity and simulation in the context of the module
Exploring students’ understanding of how the SMA/SMS affected their understanding of the relevant outcomes
Anecdotal evidence from forum comments
Follow up telephone interviews with sample of students
Deeper exploration of issues raised in RTSF survey
Seeking also to mitigate “irritant” features of both SMA and SMS
Re-evaluate in 2019J
Bowers, Nelson: Evaluation of service management simulation activities

4. Comments / Questions?