I especially appreciated the emphasis on the 'soft skills'—handling frustrated clients with empathy, proactive communication, and balancing impact versus urgency. The integration of ITIL processes, prioritisation strategies (Triage), and the importance of accurate documentation were explained clearly and tested practically.

I liked that the simulation was practical and realistic. It helped me understand how to troubleshoot technical issues, prioritise support tickets, follow ITIL processes, and communicate effectively with clients. I also found the incident documentation and escalation scenarios useful for understanding how a real Service Desk operates.

I liked most about the simulation was how realistically it modeled high-pressure IT situations. It helped me practically understand how to prioritize a major network outage over individual tickets using ITIL frameworks. Additionally, it was a great exercise in balancing technical problem-solving with empathetic client communication.