# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ4. What Is the Effect of Gamifying ITSM Processes?
\begin{table}
\begin{tabular}{c c c c} \hline \hline \multirow{2}{*}{**ID**} & \multirow{2}{*}{**Research Type**} & \multicolumn{2}{c}{**Evaluation**} & \multirow{2}{*}{**Reported Gamification Impact**} \\  & & & & HP Service Manager product \\ \multirow{2}{*}{[P07]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Interview} & \multirow{2}{*}{\(\bullet\) Enhanced the quality of the incident tickets that agents recorded in the knowledge database.} \\ \hline \multirow{2}{*}{[P08]} & \multirow{2}{*}{Philosophical} & \multirow{2}{*}{\(\bullet\) None} & \multirow{2}{*}{\(\bullet\) No impact reported.} \\ \hline \multirow{2}{*}{[P09]} & \multirow{2}{*}{Opinion} & \multirow{2}{*}{\(\bullet\) None} & \multirow{2}{*}{\(\bullet\) No impact reported.} \\ \hline \multirow{2}{*}{[P10]} & \multirow{2}{*}{\(\bullet\) None} & \multirow{2}{*}{\(\bullet\) No impact reported.} \\ \hline \multirow{2}{*}{[P11]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Interview \(\bullet\) KPI evaluations} & \multirow{2}{*}{\(\bullet\) Improved the engagingment motivation of service desk agents.} \\ \multirow{2}{*}{[P12]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) KPI evaluations} & \multirow{2}{*}{\(\bullet\) Improved the KPIs (incident response time) of incident management process.} \\ \hline \multirow{2}{*}{[P12]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Survey} & \multirow{2}{*}{\(\bullet\) The gamified system for service desk agents training is useful, enjoyable and engaging.} \\ \multirow{2}{*}{[P13]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Survey} & \multirow{2}{*}{\(\bullet\) The gamified system had a positive impact on some items of customer satisfaction (response time, problem solving and professional staff).} \\ \hline \multirow{2}{*}{[P14]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Survey} & \multirow{2}{*}{\(\bullet\) Gamification had a positive impact on service desk, but the survey results also pointed out the need to further improvement the motivation and engagement of service desk’s agents.} \\ \hline \multirow{2}{*}{[P14]} & \multirow{2}{*}{Evaluation} & \multirow{2}{*}{\(\bullet\) Survey} & \multirow{2}{*}{\(\bullet\) The implementation of avatars in the gamified course had no impact on the motivation and engagement of the students.} \\ \hline \hline \end{tabular}
\end{table} 
Table 15: _Cont._In reference [P14], [PERSON] included avatars in the gamification strategy that he presented in [P03] to gamify the course. The results showed that using avatars did not have impact on the students' behavior during the learning activities and the students did not experiment a more thorough immersion. * [P04]: [PERSON] and [PERSON] evaluated their proposal for gamifying the incident management process through a study case. They used the User Engagement Scale (UES) introduced by [PERSON] [88] to evaluate the motivation and the engagement of the service desk analysts. The obtained results indicated that the UES attributes improved as follows: focused attention (48%), aesthetic (68%), novelty (117%), perceived usability (39%), endurability (38%) and involvement (48%). Likewise, the incident response time decreased in the gamified service desk between five and eight minutes. In [P11], [PERSON] and [PERSON] evaluated their proposal for gamifying the service desk in another case study and they obtained similar results. * [P06]: [PERSON] et al. implemented their proposal for gamifying an IT service transition learning system in the case of a small team provided to migrate a mobile OS-based sales automation system in Brazil. The authors conducted a qualitative evaluation of the gamified system implementation by structured and open interviews implying all team members and corporate stakeholders. Besides, the authors also performed a quantitative analysis to evaluate the impact of the gamified approach on the deployment times. The results of this analysis indicated a significant reduction of the deployment time (approximately between two and eight months).