Good Practices in ITSM Learning: A Business Simulation-Game-Based Approach for Engineering Students

This paper presents the experiences, good practices, and lessons learned on the use of a Simulation-Game-Based approach with undergraduate engineering students specializing in Information Technology and Digital Transformation. The primary focus was enhancing the learning experience related to Information Technology Service Management (ITSM) and its associated frameworks (ITIL, Scrum, Agile, DevOps and Project Management). The simulation game used was 'MarsLander ITSM Business Simulation'. The objective was twofold: to provide engineering students with a deep understanding of ITSM theory and practice and to improve their ability to act as catalysts of change within the organizations and users they will eventually serve as engineers. It emphasized their capacity to recommend technology solutions that add value to internal and external stakeholders. The simulation was administered to a group of Information Technology and Digital Transformation Engineering students, and their feedback, gathered through a survey, underscores its engaging and motivating nature. Moreover, in-depth interviews with the professor shed light on the best practices and insights gained in the process. Together, student testimonials and professor insights demonstrate that integrating Business Simulation-Game-Based activities into ITSM undergraduate courses creates innovative learning environments, fosters competencies, soft skills, leadership, nurtures creativity, and deepens comprehension of ITSM theory and its related frameworks.