I enjoyed the realistic, hands-on nature of the simulation. It gave me practical experience with troubleshooting, ticket prioritization, customer communication, and incident documentation. I also liked seeing how IT support professionals use structured processes such as ITIL to resolve issues efficiently while maintaining customer satisfaction.

Since I am studying IT and helpdesk/support is a common starting point, it was helpful to actually practice scenarios of IT support issues and communications. It's one thing to know the process of resolving the issue or the structure of a support communication, but it's different to actually try it out for the first time.

I liked that the simulation was realistic and similar to what I could experience in a real service desk role. It helped me practise prioritising tickets based on impact and urgency, handling a major incident, escalating issues, and communicating clearly with customers. It also helped me understand how ITIL processes can be applied in a practical situation.