TY  - GEN 
AU  - Trinidad García, Manuel
AU  - Orta Cuevas, Elena
AU  - Ruiz Carreira, Mercedes
A4  - Ingeniería Informática
PY  - 2021
SN  - 2076-3417
UR  - http://hdl.handle.net/10498/25003
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...
LA  - eng
PB  - MDPI
KW  - IT Service Management
KW  - ITSM process implementation
KW  - gamification
KW  - systematic mapping
TI  - Gamification in IT Service Management: A Systematic Mapping Study
DO  - 10.3390/app11083384
ER  -