# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ1. What Issues of ITSM Process Implementation Have Been Addressed through Gamification?
#### 4.3.2 RQ2.2. Which ITSM Processes Have Been Addressed by Gamification? For each study, we collected its application domain and associated it with the most related ITSM process. Figure 4 shows the number of studies by the gamified ITSM processes and Table 11 displays the identifiers of the studies that present gamification proposals in the scope of each process. A description of these studies follows. No Specific ProcessWe can observe that three studies presented gamification proposals in the context of ITSM without focusing on any specific process. In their conceptual framework, the authors of [P02] focus on introducing a general proposal for the improvement of any ITSM process through simulation modeling and gamification. Similarly, by adding gamification elements in a course about IT Management, the student's immersion in their learning process can be improved [P03, P14]. Therefore, in these works the focus is not on the particular ITSM process the student is learning, but on the overall learning of the different ITSM processes. \(\Pi\)Service Support and IT Service Incident Management ProcessesMost studies that addressed concrete ITSM processes focused on IT service support processes. In this category, we included papers that introduced generic gamification proposals that were applicable to several IT service support processes and papers that gamify the IT service desk for improving the IT service incident management process. The first study developed in the context of IT service support processes [P01] provided a very broad study about the positive impact that implementing gamification could have on both service supports' agents and customers. However, the proposals introduced in [P09] and [P04] are more concrete. In [P09], [PERSON] presented a conceptual framework for adopting \begin{table}
\begin{tabular}{c c} \hline \hline
**ITSM Processes** & **Primary Studies** \\ \hline No specific process & [P02] [P03] [P14] \\ IT service support processes & [P01] [P04] [P09] \\ IT service incident management process & [P04] [P05] [P07] [P07] [P10] [P11] [P12] [P13] \\ IT service capacity management process & [P02] \\ IT service transition processes & [P06] \\ \hline \hline \end{tabular}
\end{table} 
Table 11: Classification of the primary studies regarding the gamified ITSM processes. Figure 4: Number of primary studies by ITSM processes. gamification in IT service support processes. In [P04], [PERSON] and [PERSON] introduced a method to integrate gamification in ITIL service support processes and developed a prototype for gamifying IT service desk. Besides, they used this prototype to gamify the IT service desk in a company in Indonesia for improving the IT service incident management process. Additionally, [PERSON] et al. showed in [P11] more evidence of the positive impact that the service desk prototype they presented in [P04] has on the engagement of service desk agents. The work of [PERSON] et al. [P07] also focused on using gamification in IT service desk. In concrete, the authors included gamification and persuasion mechanisms as incentives into the HP Service Manager product [84], a cloud-based help desk solution that helps companies manage the IT service incident management process. The main goal of [P07] was improving the performance of IT service desk agents and motivating them to deliver constantly good quality services. It aimed to motivate the agents of IT service desk to generate, share and improve the knowledge articles in the knowledge database. [PERSON] et al. [P13] analyzed the use of gamification in IT service desk to improve the service incident management process. Likewise, the gamification proposals presented in [P05,P08,P10] aimed also to improve the IT service incident management process. [PERSON] et al. [P05] presented a prototype of a web-based service system for gamifying this process. In [P08], the authors introduced a method for gamifying the IT service incident management process of ITIL.