A game of tactical resource assignment

With a fixed resource, delivering improvements is limited by the stability of your IT landscape. 

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DELIVER! brings a number of key ITIL practices together into a single applied game; Incident management, problem management, knowledge management, etc. 

Even though the game is easy to get in to, it will create a lot of discussion points for long after the game is finished.

To get the most out of the game experience it is best played with a mixed group from service support and development.

For gamers and non-gamers alike.

Works well with teams of 2 or 3 as well as single players.

If you prefer to run an online session, that's not a problem, just get in touch

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Bulleted list of the key training aspect of the business simulation game UPGRADE!
  • Automate service request handling

  • Fix incidents that arise from vulnerabilities in your IT landscape

  • Take time to define known errors

  • Perform root cause analysis to remove the vulnerabilities and create stability

  • Continually improve your service

  • Find out what feature improvements are important to your users


Overview of DELIVER!

“DELIVER!” is a tactical business simulation game set in the challenging world of IT service delivery and improvement. It focuses on creating the best tactical approach to deliver the most benefit to your customers whilst continually improving the stability of your IT landscape. The gameplay progresses in a series of rounds with each round seeing input from the service desk that sets the operational challenges for the round.


The game develops a cross functional understanding of the holistic nature of incident, problem, and change areas of ITIL. Playing the game, provides the basis to establish a practical tactical approach to prioritisation of activities.


The interactive nature of the game develops many soft skills including communications, teamwork, time management, and leadership.


In the game, each team is managing their own service along with its underlying systems and technical platforms. They are also supporting, from an operational point, other shared services, leading to a semi-cooperative approach in the game-play. The players must continually improve their services whilst maintaining their support promise to their customers.


All of the operational activities put a heavy demand on the limited resources available to each team, and it is this aspect that leads to the development of a successful tactical approach.

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Image from the Tabletopia platform