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Most ITSM training programs stop at the certificate. That’s an issue, because certification proves someone knows the theory, but it says nothing about what they’ll do when a major incident hits at 2 a.m., and the pressure is on to close the ticket fast. The gap between knowing a practice and applying it under pressure is where simulation-based learning offers something other formats simply can’t. This article makes the case for adding it to your ITSM program – not as a replacement for training, but as the part where what’s been taught finally gets tested against real consequences.