# 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? Given the importance of using a gamification method or framework to design and implement adequate gamification strategies that allow the objectives fulfillment, next we analyze those used in the primary studies. Table 12 presents the studies that have suggested methods or frameworks to gamify  
ITSM processes. The papers that did not follow a concrete method for incorporating gamification in these processes do not provide information about this question and, thus, are not included in this table (nine papers). Additionally, Table 12 does not include [P04] and [P12], because they are evaluation studies of the method presented in [P01] and do not give additional information regarding RQ3.1. Table 12 shows that only three works proposed a concrete method or framework to gamify ITSM processes. The details of how these gamification procedures were designed and applied show that they are sufficiently versatile to be adapted to the goals and processes of each company. * [P01]: The authors proposed a method to gamify ITSM support processes that integrates ITIL [11] and a process gamification framework that the authors also designed. The first activity of the method is a Feasibility study whose purpose is to identify the benefits of gamifying support processes. Next, the activity of Analysis focuses on determining the actual state of the support processes and collecting the stakeholder's needs. The third activity, Design, aimed to identify and prepare the services, and to define the game elements that will be integrated in the support processes. The objective of the fourth one, Testing, is to ensure that the design complies with the requirements of the gamified process. Then, the activity of Implementation contains tasks to incorporate the game elements into the process, to perform tests of the gamified process, to configure the IT infrastructure, to make the user guide, and to perform a training workshop. Finally, the activity Monitoring and Evaluation focuses on ensuring support processes run properly, asking user's opinion, reviewing the feedback and conducting the gap analysis. In [P04], [PERSON] and [PERSON] applied the method they proposed in [P01] to develop a gamified service desk prototype. Besides, in [P04] and [P12] they presented application cases of that service desk prototype to illustrate the positive impact that gamifying the service desk has on the engagements of the service desk agents, the service quality and the success of ITIL support processes adoption. * [P02]: The authors introduced a conceptual framework for the enhancement of ITSM processes based on simulation modeling and gamification. Unlike the method proposed in [P01], the conceptual framework presented in [P02] can be applied in the context of any ITSM process. The main activities of the conceptual framework are the next three: (1) to define the organization's process, (2) to build a process simulation model and (3) to gamify the simulation model experimentation, for which a