# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ3. How Has Gamification Been Implemented in ITSM Processes?
#### 4.4.1 RQ3.1. Which Methods or Frameworks Have Been Used to Gamify ITSM Processes?
\begin{table}
\begin{tabular}{c p{142.3 pt} p{142.3 pt}} \hline \hline
**ID** & **Method Description** & **Method Activities** \\ \hline \multirow{4}{*}{[P01]} & Conceptual framework to gamify ITSM support processes that is a combination of ITIL and a process gamification methodology designed by the authors. & Feasibility study, analysis, design, testing, implementation, monitoring and evaluation. \\  & Conceptual framework to improve ITSM processes based on building a process simulation model and gamifying the simulation model experimentation. The authors also designed a methodology for gamifying the activity of simulation model experimentation. For this, they used the gamification process designed by [PERSON] and [PERSON] [32] as a guideline and adapted it to their case. & Determine business objectives, delineate target behaviors, describe users, devise activity cycles, incorporate fun and deployment appropriate tools. \\  & Method for gamifying the IT service incident management process that the authors designed adapting the gamification framework proposed by [PERSON] and [PERSON] [32] to this context and taking into account ITIL recommendations. & Determine business objectives, delineate target behaviors, describe users, devise activity cycles, incorporate fun and deployment the appropriate tools. \\ \hline \hline \end{tabular}
\end{table} 
Table 12: Summary of the data collected about the gamification methods used in the primary studies. methodology is also proposed [P02]. The authors used both ITIL recommendations and the gamification procedure proposed by [PERSON] and [PERSON] [32] as a guideline to design their framework. Next, we summarize the main steps of the proposed gamification methodology. The purpose of the first activity, Define business objectives, is to motivate IT managers for performing model simulations and addressing IT manager behaviors through model simulations. Then, the activity Determine target behaviors focuses on identifying the behaviors to promote in IT managers (e.g., carry out model simulations by varying the process configurations) and defining adequate metrics to evaluate these behaviors (e.g., amount of model simulations conducted with diverse process configurations). The aim of the third activity, Design activity cycles, is to define the actions and simulations that IT managers would have to perform (e.g., perform model simulations with an initial process configuration) and to group them into progression levels (four levels). Next, to make the gamified system more fun (activity Incorporate fun) the authors proposed to include a game to find a treasure into the activity of simulation model experimentation. The last activity, Deploy appropriate tools, is centered on determining the game elements to include in the model simulations and to implement them. [P02] also presented an application case of the proposed conceptual framework for improving the ITIL capacity management process. * [P08]: The authors of [P02] presented in [P08] a method for gamifying the IT service incident management that was designed considering ITIL recommendations and adapting the gamification framework proposed by [PERSON] and [PERSON] [32] to the particularities of this process. The first activity consists of identifying the incident management problems to address through gamification. The authors propose to identify the objectives to meet and the critical factors for the success of the incident management process (CSFs) (e.g., resolve the incidents as quickly as possible). Likewise, KPIs associated to the CSFs will be defined (e.g., average incident resolution time and amount/percentage of incidents resolved remotely). The following activity consists of determining the behaviors of the support group agents (e.g., to record new incidents, to determine the category and percentage of the incident, and to resolve the incident within response times set). The purpose of the third activity is to characterize the agents of the support groups (users of the gamified system in this case).