RT journal article
T1 Gamification in IT Service Management: A Systematic Mapping Study
A1 Trinidad García, Manuel
A1 Orta Cuevas, Elena
A1 Ruiz Carreira, Mercedes
A2 Ingeniería Informática
K1 IT Service Management
K1 ITSM process implementation
K1 gamification
K1 systematic mapping
AB Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce the expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change of the personnel involved are among the critical factors for an effective ITSM implementation. Gamification has the capability to improve people's motivation and engagement and to drive people's behavior to meet the objectives set. Besides, gamification is widely used in learning systems for increasing students' skills and competences. In the last years, many researchers have added gamification to their process improvement initiatives to increase the motivation and engagement of process participants and to address their behavior throughout the process. Thus, we consider that adopting gamification in ITSM processes can be an interesting area of study. In this paper, we conducted a systematic mapping study to analyze the actual state of research in the field of ITSM gamification and identify the key challenges that justify future research. The results of our study highlight the positive impact of adopting gamification in ITSM processes and that ITSM gamification is a novel an attractive research area with many action possibilities.
PB MDPI
SN 2076-3417
YR 2021
FD 2021-04
LK http://hdl.handle.net/10498/25003
UL http://hdl.handle.net/10498/25003
LA eng
DS Repositorio Institucional de la Universidad de Cádiz
RD 13-nov-2026