1
Introduction to Incident Management
What an incident is, severity levels, the lifecycle, and how the critical escalation process works at Dakar 2026.
Technology Operations Readiness
Dakar 2026ITSM Operations Academy
Learn. Practice. Demonstrate. Certify.
Build the knowledge and confidence required to operate ServiceNow effectively during the Youth Olympic Games. Six modules, live form simulations, scenario assessments and a certification your programme leadership can rely on.
Accounts are reviewed by an administrator before access is granted.
The learning journey
- 1Register and be approved by an administrator
- 2Work through the lessons in each module
- 3Practise in a safe ServiceNow-style simulator
- 4Pass the quiz and the scenario assessment
- 5Unlock the next module
- 6Achieve Dakar 2026 ITSM certification
Interactive Learning
Real Scenarios
Certification
Track Your Progress
Why the Academy?
Games Time does not forgive an unfamiliar process
When a service fails during competition, the difference between a fifteen-minute disruption and a visible failure is whether the people on shift know exactly what to record, where, and who owns it next. The Academy exists to make that automatic.
One consistent process
Everyone — venue teams, vendors, the TOC and the service desk — works the same Incident, Change and Problem process, recorded in the same single source of record.
Correct escalation, first time
Severity classification and the Dakar 2026 critical escalation path are taught explicitly, so a Severity 1 is raised and progressed the way the operating model requires.
Evidence, not attendance
Competency is demonstrated through quizzes, judgement scenarios and form simulations — not by ticking that a document was opened.
Training Modules
Six modules, sequenced for operational readiness
Each module combines lessons, a knowledge check, a quiz at 80% and scenario assessments. Modules unlock in order, so nobody arrives at change management without understanding incidents.
2
How to Create an Incident in ServiceNow
Field by field, from affected user through to resolution and closure — with a hands-on form simulation.
3
Introduction to Change Management
Normal, emergency and pre-approved changes, the Change Management Board, SLAs and change freezes.
4
How to Create a Change Request
Writing a justification, implementation plan, backout plan and test plan that will actually pass approval.
5
Introduction to Problem Management
Incident versus problem, when to raise one, root cause analysis and the closure criteria that apply.
6
How to Create a Problem in ServiceNow
From a triggering incident through RCA to corrective actions — and when the fix becomes a change request.
A note on the Dakar 2026 operating model. There is no separate Critical Situation Manager role at Dakar 2026. Severity 1 and Severity 2 incidents follow the enhanced critical escalation process, with the leadership and coordination responsibility held by the TOC Director. The Academy teaches the Dakar 2026 model, not the generic framework.
Certification
Three levels, each one earned
Certification is issued automatically the moment the requirements are met, and is visible to the programme office in the readiness reporting.
Level 1
ITSM Awareness
- Complete the three introduction modules
- Pass each introduction quiz
Level 2
ITSM Practitioner
- Complete all six mandatory modules
- Pass every module quiz at the required standard
Level 3
Dakar 2026 ITSM Certified
- Everything in Level 2
- Pass every scenario assessment
- Pass the cross-module final assessment
Operational Readiness
Readiness you can report on
Every learner rolls up into an ITSM readiness view by organisation, workstream, role and venue. Training completion, certification and per-discipline competency combine into a single readiness score with configurable RAG thresholds — so the programme office knows which teams are ready and which need attention before Games Time.
Incident competency92%
Change competency74%
Problem competency58%
Illustrative view. Thresholds for GREEN, AMBER and RED are configurable by the Academy administrator.
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