# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ1. What Issues of ITSM Process Implementation Have Been Addressed through Gamification?
#### Motivation and Engagement  
As Figure 3 shows, we found that all the studies addressed the lack of motivation and engagement as one of the main issues in ITSM process implementation. On the one hand, the authors of [P02] considered that motivation and engagement of IT managers as key factors for the success of ITSM process implementation. They highlighted that gamification can help to address these issues, because IT managers engage and motivate in situations where the following conditions are met: (a) the objectives are clearly set, (b) there is a sense of progress, (c) the status is a consequence of meeting the objectives and (d) there are rewards for achieving the objectives. \begin{table}
\begin{tabular}{c c c c c c c c c c c c c c} \hline \hline
**Issue** & **[P01]** & **[P02]** & **[P03]** & **[P04]** & **[P05]** & **[P06]** & **[P07]** & **[P08]** & **[P09]** & **[P10]** & **[P11]** & **[P12]** & **[P13]** & **[P14]** \\ \hline Motivation and engagement & x & x & x & x & x & x & x & x & x & x & x & x & x \\ Process learning & & & x & & & x & & & x & & & x & & x \\ Process KPIs & & & & x & x & x & & & & & x & & \\ User behavior & & x & & & & & & x & x & & & & \\ \hline \hline \end{tabular}
\end{table} 
Table 10: Issues addressed by gamification in the primary studies. KPI: key performance indicators. Figure 2: Number of primary studies by year. On the other hand, other studies proposed the use of gamification to increase the motivation and engagement of employees of IT support organizations. These organizations are generally structured in several levels of support groups whose agents have to perform frequently monotonous and repetitive tasks. The authors of [P08] pointed out the idea that, by adopting gamification in service support processes, it is possible to include a factor of enthusiasm to the daily tasks of the agents and improve their motivations. Besides, agents' engagement can increase, since their improvements are measurable, and agents' standings can enhance as a result of their job quality. Taking into account these ideas, the authors of [P08] designed a method to identify the most appropriate game elements to engage and motivate the agents involved in the incident management process. A similar perspective was presented in [P01] and [P05] by the authors. The research presented in [P01] focused on designing a gamified framework to improve the service support processes with fully engaged employees. The proposal in [P05] is a little more concrete, and the authors designed a gamified service desk prototype. In [P04], the framework proposed in [P01] was integrated with the user's motivation model described by [PERSON] [83]. The result was an instrument that helps select which game elements to add into a gamified service desk to improve the agents' engagement. Likewise, in [P12], the same authors aimed to demonstrate that their proposal for gamifying a service desk. [P04] helps to improve the agents' motivations and engagement. In [P07], [PERSON] et al. also focused on the critical role of service desk agents, and they highlighted the importance of increasing their motivation to enhance the quantity and quality of the incident additional comments recorded in the knowledge database. They designed a gamification strategy to meet this objective and implemented such a strategy in the HP Service Manager tool [84]. The experiment results show the positive impact that the gamification strategy has on the improvement of the knowledge database contributions. [PERSON] [P10] introduced the User Support-Worker's Activity Model (USWAM), a model to visualize and manage incidents that incorporates a point count system connected with a reward system to improve the interactivity of the employees of cyber infrastructures with the incidents. He also summarized a case study in the field of climate science cyber infrastructure [85] that shows the utility of the model to motivate the workers of a climate cyber infrastructure support.