# Gamification in IT Service Management: A Systematic Mapping Study
## 4 Results
### RQ3. How Has Gamification Been Implemented in ITSM Processes?
#### Game Dynamics  
As shown in Table 13, only four studies mentioned concrete game dynamics. [P02] and [P08] are the works that made use of more game dynamics. Those two papers included Emotions, since the authors want to improve the engagement, motivation, competitiveness, sense of achievement, and the desire to obtain a good status of the gamified process users. The two studies above mentioned and [P07] also referenced Progression, because the adoption of gamification could boost the skills and performance of the users. Moreover,  
\begin{table}
\begin{tabular}{c c c c c c c c c c c c c} \hline \hline
**Game Elements** & **[P01]** & **[P02]** & **[P03]** & **[P04]** & **[P05]** & **[P06]** & **[P07]** & **[P08]** & **[P09]** & **[P10]** & **[P12]** & **[P13]** & **[P14]** \\ \hline
**Game dynamics** & & & & & & & & & & & \\ \hline Emotions & & X & & & & & X & & & X & & \\ Narrative & & & & & & X & X & & & & & \\ Progression & & X & & & & X & X & & & & & \\ Relationships & & X & & & & & & & & & & \\ \hline Total & 0 & 3 & 0 & 0 & 0 & 0 & 1 & 2 & 0 & 0 & 1 & 0 & 0 \\ \hline
**Game mechanics** & & & & & & & & & & & & \\ \hline Competition & & & X & & X & & X & & X & & & & \\ Collaboration & & & X & & X & & & & & & & \\ Socialization & & & & & X & & & & X & & & \\ Recognition & & & & & & X & & X & & & & \\ Feedback & X & X & & & & X & X & X & & & \\ Challenges & X & & & & & X & & X & X & & X & \\ Chance & X & & & & & X & & & & & \\ Rewards & X & & & X & & X & & & X & & & \\ Win states & & X & & & & X & & & & & \\ Reinforcement & & & & & & X & & & & & & \\ Sharing & & & & & X & & & & & & & \\ Status & & & & X & & & & & & & & \\ \hline Total & 0 & 5 & 3 & 2 & 1 & 0 & 8 & 4 & 3 & 4 & 3 & 0 & 1 \\ \hline
**Game components** & & & & & & & & & & & & & \\ \hline Avatars & & & X & & & & & & & & & & \\ Achievements & & X & & & & & & X & & & & & \\ Virtual goods & & & X & & & & X & & & & & \\ Points & X & X & & X & & X & X & X & X & X & X & & \\ Badges & & & X & & X & & X & X & X & & & & \\ Tropines & & X & & & & & & X & & & & & \\ Stars & & X & & & & & & & & & & \\ Quests & & & & X & & & & & & & & \\ Bonus & & & & & & & & & & & & \\ Win prizes & & & & & & & & & & & & & \\ Exclusive contents & & & & X & & & & & & & & \\ Unlockable contents & & & X & & & & & & & & & \\ Levels & & X & X & X & & & X & & & & & & \\ Rankings & & & & & & & X & & & & & & \\ Scoreboards & & & X & & & & & & & & & & \\ Leaderboards & & X & & & & X & & X & & X & & & \\ Progress bars & & X & & & & & X & & & & & & \\ \hline Total & 1 & 8 & 4 & 7 & 2 & 3 & 8 & 5 & 4 & 4 & 7 & 1 & 4 \\ \hline \hline \end{tabular}
\end{table}
Table 13: Game elements included in the primary studies.  
the authors of [P02] cited Relationships, because they want to promote the relations and communication between IT managers. Finally, the game dynamic Narrative was only used in [P12]. The gamification strategy designed in this paper included challenges kept together by a space exploration theme. It is noticeable that the studies that adopted Emotions in their gamification proposals also used Progression. Figure 5 shows the number of studies by game dynamics.