Gamification in IT Service Management: A Systematic Mapping Study

Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change personnel involved are among critical factors for an effective ITSM implementation. Gamification has capability improve people’s motivation engagement drive behavior meet objectives set. Besides, gamification is widely used learning systems increasing students’ skills competences. In last years, many researchers have added their process improvement increase participants address throughout process. Thus, we consider processes can be interesting study. paper, conducted a systematic mapping study analyze actual state field identify key challenges justify future research. results our highlight positive impact novel attractive with action possibilities.