# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ1. What Issues of ITSM Process Implementation Have Been Addressed through Gamification?
#### Process Learning  
The aim of [P03,P06,P09,P12,P14] was to improve the learning of the ITSM processes through gamification. On the one hand, [PERSON] [P03] presented a proposal to gamify a master course of Research Methods for Educational Technology and IT Management. The objective of the designed gamification strategy was to make the course more engaging  
Figure 3: Number of primary studies by the issue they address. KPIs: key performance indicators. and help students achieve flow conditions (balance, clear goals, feedback, autonomy and immersion) [86]. The authors proposed including in the course a series of gamified learning activities (e.g., quiz) to trigger intrinsic motivation, and different gamification components (e.g., scoreboard) to generate extrinsic motivation. In [P14], [PERSON] added the avatar game element in the gamified course presented in [P03]. He concluded that introducing avatars on the course did not influence on the students' motivation and satisfaction. On the other hand, references [P09,P12] proposed adopting gamification in IT service support processes training. In [P09], [PERSON] considered that the first field to adopt gamification into the internal support processes should be training of support engineers. He emphasized the idea that including gamification strategies in support processes training can help to (a) motivate engineers to improve their performance, (b) maintain engineers engaged during the training and (c) track their progress. While [PERSON] did not propose any specific gamification strategy in [P09], [PERSON] et al. [P12] did present one to increase the motivation of service desk employees towards their learning process and to provide a more thorough learning experience. Finally, [PERSON] et al. [P06] introduced a game-based learning approach for IT service transition. The authors concluded that using gamification in training sessions for the service transition team helps workers to acquire the necessary motivation and engagement for a successfully learning of IT service transition processes. The results of the application case presented showed that the service transition team learned and operated faster and more efficiently with the gamified training sessions. Key Performance Indicators (KPIs) of ProcessAs Table 10 indicates, four primary studies, references [P04,P05,P06,P11], remarked on the importance of analyzing the impact that gamifying ITSM processes has on process KPIs. [PERSON] and [PERSON] [P04,P05,P11] studied the effects that adopting gamification in IT service desks can have on the KPIs of the incident management process. Though the authors proposed to evaluate the effects of gamification on several KPIs (response time, call rate, records of call request, incident handling rate, first call completion rate, etc. ), in the study cases presented in references [P04,P11], they only evaluated the incident response time. On the other hand, [PERSON] et al. [P06] highlighted that gamifying the learning of IT service transition processes can have some positive impact not only on employee's motivation but also on the process KPIs. Evaluation results indicated that the average deployment process time decreased in four months. User BehaviorAnother important use of gamification is to drive the behavior of the gamified system users to meet established objectives. The proposal presented in [P02] focused on adopting gamification in the experimentation activity of process simulation models to foster in IT managers the necessary abilities to carry out satisfactorily process model simulations that allow them to make better decisions for enhancing the processes. On the other hand, in [P08] the authors highlighted that the adoption of an appropriate gamification strategy promotes that the incident management process's agents conduct the necessary actions to solve the incidents. Likewise, [PERSON] [P09] noted the usefulness of gamification to encourage customers and IT support engineers to generate useful support documentation.