Learning the USM method through the story of Maria
The challenge
Maria and her colleagues are constantly confronted with new requests, disrupting their work and raising the pressure. How do you convey the principles of service management without slipping into dry, theoretical training?
Our approach
We developed a MicroGame Story as a core training and introduction to the USM method (Unified Service Management). A comic brings complex concepts — such as the Agree process, the ITOCO model and the difference between facility, support and service — to life visually and accessibly, at the learner's own pace.
The experience
Four MicroGames transfer core knowledge, a fifth offers practical examples. The combination of storytelling and interaction keeps participants engaged: they connect new knowledge to emotions and recognisable experiences and absorb the material in about 120 minutes, in their own time.
The outcome
An activating, dynamic and motivating training on the onITnow learning platform, helping both new and experienced employees understand and apply the principles of USM in their daily work.
Key facts
- Client
- onITnow
- Project
- The story of Maria
- Sector
- IT services and service management
- Audience
- New and existing service employees
- Format
- MicroGame Story with a comic and five MicroGames
- Preludens role
- Story design and development