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I am the Incident - is BACK and Better than ever

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 to core service management practices, requiring students to make decisions and apply best practices to address challenges. These challenges often involve determining the primary role of a practice, such as distinguishing between a service request and an incident, or figuring out how to integrate practices to achieve the assignment's goal.

Practice integration is the secret sauce.

The series of assignments progressively builds on each other, providing students with insights into individual practices, their roles in the end-to-end value stream, and, crucially, how they contribute to the realization of value. Some assignments are team-based, incorporating interactive learning games to encourage active participation and critical thinking. Regardless of the format, all assignments draw students into the case story, breaking down silos and emphasizing the importance of effective communication and collaboration.

These experiential assignments often become the catalyst for 'Aha' moments, where learners gain a deeper understanding not only of the what and why of IT service management and essential practices but also of considerations for adapting these practices to meet their organization's needs.

What makes this series of assignments particularly remarkable is its adaptability. The case story can be easily customized to reflect your organization's specific context, incorporating incidents that directly impact your customers and users. It is this real-world relevance that transforms each assignment into a meaningful and practical learning experience. 

"Bringing the fun, experiential learning back into the classroom for ITIL 4 Foundation has been a real game changer for our learners," said, Lisa Schwartz, ITSM Founder and CXO. "This exercise allows our learners to turn the theory of their ITIL education into action. They return to work the day after class and have tangible, practical ideas for incremental improvements," finished Schwartz.

Learn more about ITSM Academy's ITIL Foundation class, and class dates. 


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