# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results  
### General Results  
Table 9 includes the following data of the primary studies: identifier, publication year, publication and quality of the publication, according to the Journal Citation Reports (JCR) [81] for journal articles or the CORE ranking [82] for conference papers (the symbol- was used for publications that were not included in the JCR or CORE ranking). The results of analyzing the publication qualities showed that only two primary studies were published in high-quality conferences (CORE A). The rest of the publications were not indexed in the JCR or CORE rankings. It is noticeable that only 14% of the primary studies were published in high-quality publications. The rest of the primary studies were all published in low-quality ones. In our opinion, these data indicate that, despite the applicability of gamification in the context of ITSM processes, the research in this area is yet at an early stage. \begin{table}
\begin{tabular}{c l l} \hline \hline
**Data Item** & **Value** & **RQ** \\ \hline ID & Identifier of the paper. \\ Title & Name of the paper. \\ Authors & Name of all the paper’s authors. \\ Year & Year of publication. \\ Publication place & Name and quality of the publication place. \\ Research type & Opinion, personal experiences, philosophical, solution proposal, \\  & evaluation research and validation research [80]. \\ Issues & Issues of ITSM process implementation addressed through \\  & gamification. \\ Framework & ITSM reference model used in the study. \\ Process & ITSM processes gamified. \\ Methodology & Methodology or process followed to gamify ITSM processes. \\ Elements & Gamification elements included in the gamified ITSM processes. \\ Tools & Tools or technologies used to implement the gamification proposal. \\ Participants & Participated in the gamification experiences. \\ Duration/Cost & Duration and cost of the gamification experiences. \\ Effect & Impact of gamifying ITSM processes. \\ Notes & Any comment about the study that the authors want to record. \\ \hline \hline \end{tabular}
\end{table} 
Table 8: Data extraction form. \begin{table}
\begin{tabular}{c l c} \hline \hline
**ID** & **Year** & **Publication** & **Quality** \\ \hline
[P01] & 2015 & International Conference on Wireless and Telematics. & – \\  & International Conference on Process Improvement and Capability & \\
[P02] & 2016 & Determination in Software, Systems Engineering and Service & CORE A \\  & Management. \\
[P03] & 2014 & European Conference on Games-based Learning. & – \\
[P04] & 2016 & Indonesian Journal of Electrical Engineering and Computer Science. & – \\
[P05] & 2015 & International Conference on Wireless and Telematics. & – \\
[P06] & 2014 & International Conference on Computer Supported Education. & – \\
[P07] & 2015 & International Conference on HCI in Business. & – \\  & International Conference on Process Improvement and Capability & \\
[P08] & 2017 & Determination in Software, Systems Engineering and Service & CORE A \\  & Management. \\
[P09] & 2013 & International Conference on Human-Computer Interaction, & – \\  & Applications and Services. & – \\
[P10] & 2016 & International Conference on Human Interface and the Management of & – \\  & Information. & – \\
[P11] & 2017 & International Conference on Electrical Engineering and Computer & – \\  & Science. & – \\
[P12] & 2018 & International Journal on Performance Improvement Quarterly. & – \\
[P13] & 2014 & International Conference on the Quality of Information and & – \\  & Communications Technology. & – \\
[P14] & 2015 & International Conference on Games and Learning Alliance. & – \\ \hline \hline \end{tabular}
\end{table} 
Table 9: Publication year and publication quality of the primary studies. Figure 2 shows the number of primary studies by publication year. The first study that applied gamification in ITSM processes dates back to 2013, and this study was the only one published that year. The amount of published studies increased in 2014, reaching four.