At ITSM Academy, we take pride in delivering courses that offer a hands-on, experiential approach to learning. Our commitment to practicality is evident in all our classes, where assignments and discussions are designed not only to reinforce examinable terms and concepts but also to provide students with opportunities to apply their knowledge in real-world scenarios. In 2004, the genesis of one of our most popular assignments, "I am the Incident™," took place on the pages of a hotel notepad. This case story-based series of assignments serves as a powerful tool, emphasizing the importance of establishing a common vocabulary and a shared understanding of key practices such as service level management, monitoring and event management, incident management, problem management, and change enablement. In the I am the Incident™ exercise, students are tasked with focusing on a specific service and considering a service level agreement (SLA). Each assignment presents a scenario related