More skills · hands-on lab
ITIL Simulation 01: A Morning on the Service Desk
Sort a queue of real-looking tickets into incidents and service requests, set priorities with an impact and urgency matrix, and escalate correctly.
- 30 minutesTime in the lab
- BeginnerLevel
- 7 tasksChecked automatically
- CertificateVerifiable link when you finish
The situation
It is 09:00 on Monday. Six tickets are waiting in the queue and the branch network opens at 09:30.
What you will do
- Ticket 1: Incident or request?question
- Ticket 2: Incident or request?question
- Priority matrixquestion
- Priority for a single userquestion
- First action on the P1question
- Five similar ticketsquestion
- Closing the loopquestion
How it works
The lab opens in your browser: a real terminal or desktop, nothing to install. Work through the tasks, press Check after each one and the portal verifies your work. Stuck? Ask for a hint. Finish every task and you get a certificate page with its own verification link for LinkedIn or your CV.