# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ4. What Is the Effect of Gamifying ITSM Processes? RQ4 aimed to look into the evidence reported in our primary studies about the impact of using gamification in the ITSM processes implementation. The information reported in the primary studies regarding the impact that gamification had on the experiences they describe is very variable. Several studies include highly theoretical gamification proposals and do not offer information about the impact their proposal has. Other studies do present evaluations of gamification experiences and report on this impact offering information that can be useful for ITSM practitioners. Table 15 outlines a summary of the reported effects of adopting gamification in ITSM processes. In this table, we classify each study according to the type of research conducted, the evaluation method followed to assess the results of the experience and the impact of gamification reported, if any. \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**} \\  & & & **Method** \\ \hline
[P01] & Philosophical & \(\bullet\) None & \(\bullet\) No impact reported. \\ \hline
[P02] & Philosophical & \(\bullet\) None & \(\bullet\) No impact reported. \\ \hline  & & & \(\bullet\) Increased the engagement and motivation of students in learning activities. \\
[P03] & Evaluation & \(\bullet\) Survey & \(\bullet\) Aspects such as balance, concentration, clear goals, feedback, autonomy and immersion were successfully achieved. \\ \hline  & & & \(\bullet\) Improved the engagement and motivation of service desk analysts, and the values of User Engagement Scale (UES) attributes. \\
[P04] & Evaluation & \(\bullet\) No method reported \(\bullet\) KPI evaluations & \(\bullet\) Improved KPIs (incident response times) of incident management process. \\ \hline
[P05] & Philosophical & \(\bullet\) None & \(\bullet\) No impact reported. \\ \hline  & & & \(\bullet\) The gamified IT service transition learning system helped the team to speed up and materialize their knowledge. \\
[P06] & Evaluation & \(\bullet\) Interview \(\bullet\) KPI evaluations & \(\bullet\) The gamified IT service transition learning system helped the team to speed up and materialize their knowledge. \\  & & \(\bullet\) Improved some KPIs of the IT service transition processes. \\ \hline \hline \end{tabular}
\end{table} 
Table 15: Summary of the gamification impact reported in the primary studies. The following is a more detailed description of the impact reported in the papers that reported the impact that the use of gamification had on the ITSM processes. * [P03]: At the end of the gamified course of Research Methods for Educational Technology and IT Management, [PERSON] collected the feedback from the students through an online survey whose questions are expressed in a Likert Scale (values from 1 to 4). The survey results showed that gamifying the course influenced positively in students' engagement and motivation. The students indicated that it is easy concentrate on learning activities (average value: 3.49) and the learning activities are engaging (average value: 2.9). 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.