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Making IT Service Management fun to learn

Futuristic conceptualised human head with depiction of gaining insight, understanding


Game-changing insight is dedicated to helping develop and spread ITSM skills throughout organisations, through interactive ITSM training games. We provide an engaging and effective educational experience to corporate teams and educational institutions, helping them develop team building skills, common vision, and a contextualised understanding of IT service management.


Our unique games are designed to challenge players to think strategically, holistically, and creatively, whilst providing a comprehensive interactive learning experience that brings knowledge to life. This approach allows team members to gain insight into real-world IT service management scenarios with a focus on the key success factors of Value creation, Cost control, and Reliability.

Provides a basis for transformation, providing an effective communications bridge between your service management SME's and the organisation as a whole.

People shape the ITSM journey...

What makes our ITSM training games special?

We carefully design every game area to deliver real value to your organisation.

Abstract representation of IT service management (ITSM) with interlocking gears representing various aspects of corporate IT

ITSM - The core of our simulation games

This provides the theme, context, and scenario. All our games are set in the world of IT service management. We make the basics of ITSM easy to understand and relatable, The simulations are firmly routed in familiar, real-world scenarios. From incident handling to continuous improvement, all carefully contextualised  and ready to experience.

Graphic content and game pieces

These reinforce the subject of the game and, beyond that, we have ensured that they are consistent across our games. This makes it easy to understand that each game is part of a greater whole and how the various scenarios complement each other.

Graphic representation of a server room with three server cabinets. This graphic is used in the board game DEPLOY! by Game-changing Insight
An ITIL wordcloud

Active elements of the board games

The active elements represent the items with which you directly interact in the game. These are the items you are trying to control, plan, or manage such as incidents, capacity, improvements, integrations, and resources. These are direct representations of real-world elements and, where possible, we strive to use ITIL terminology and definition.

The game rules

The rules define the player behaviour and, by extension, reflect a corporate culture.

Our game rules support a generalised corporate culture based on:

  • value-driven, holistic mindset

  • holistic, strategic thinking

  • creative experimentation

  • agile, incremental improvement

  • personal interaction

If required, the rules can be adapted to vary the required behaviour to better align with a specific corporate culture.

Corporate culture represented as an iceberg with visible elements of corporate culture above the water line and invisible elements below
Success as the north point of a compass

The winning conditions

The winning conditions, encapsulate what it takes to succeed. The vision of success within a game aligns with practical success in the real-world. As with the rules, these can be modified to reflect a specific goal for a given session.

The players

Last but by no means least are the players themselves. The games encourage the development of many soft skills including communication, negotiation, planning, team-work, adaptability, and more.

Soft skills represented as a stack of building blocks with each block representing a different skill; Emotional inteligence, analtytical and critical thinking, decision making, collaboration, complex problem solving, persuasion, creativity, communication, and adaptability
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Features of our games

Familiar ITSM scenarios

All games are based on scenarios that will be very familiar to anyone working in, or with, IT service management

Physical and virtual

The standard physical game experiences have been faithfully reproduced on-line so that they can be enjoyed across locations

ITIL aligned

Our games are specifically designed to incorporate and illustrate a wide range of ITIL terms and concepts

Highly memorable

Engaging emotions, and touch as well as hearing and vision improves memory retention

Variable difficulty

Our games can be adjusted to accommodate a range of knowledge and experience

Intense discussion during a session of our of our Tactical ITSM game DELIVER!
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Benefits of our approach to ITSM training

Builds collaboration and removes barriers

Sharing the game experience  helps to build productive relationships within, and between teams

Cultivates Holistic mindset and Strategic thinking

The holistic nature of the games builds the "big picture" understanding of corporate IT

Develops ITIL practice and process understanding

Improve your ITSM skills

By playing our games you will learn key ITSM success factors that can be directly applied to your organisation

Our games are built around many common ITIL processes, enabling participants to experience them in action.

New operational insights

Over the gaming session, new individual and collective insights emerge, leading to new ways of delivering business value with IT

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