Gamification in IT Service Management: A Systematic Mapping Study

Trinidad, Manuel; Orta, Elena; Ruiz, Mercedes

doi:10.3390/app11083384

Cited by 5 publications

(3 citation statements)

References 62 publications

(47 reference statements)

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“…Leaderboards have been shown that they are effective both in terms of team building and team reinforcement [13]. They are also usually found to be one of the most utilised elements in gamification [20], [21]. More specifically, leaderboards can be useful for encouraging meetings, social gatherings, informal communications, technical discussions, and monitoring purposes [22].…”

Section: Background: Approaches To Gamification In Software Engineeri...mentioning

confidence: 99%

Evaluation of an industrial case of gamification in software quality improvement

Say,

Altunel,

Kosa

et al. 2023

IJSG

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The value of industrial-scale gamification interventions for improving software quality is a topic of interest for software engineering research; but it has not frequently been analysed from the perspective of the developer’s experiences. The objective of this study is to qualitatively evaluate developers’ experiences in a team-based, leaderboard-style gamification intervention in a large software house. To understand the dynamics of positive outcomes in improving code security and quality, semi-structured interviews were conducted regarding both technical and psychosocial aspects. Eight members of three different leaderboard teams with different standings in the final leaderboard were interviewed, and the transcripts were examined using Interpretive Phenomenological Analysis. The results showed that the gamification intervention did result in positive individual and team-based awareness and behaviour change in a range of technical practices such as unit testing, code reviewing, and design. Post intervention, the participants discussed how their motivation, sense of belonging, and communication improved, also expressing concerns over attainability and fairness of gamification goals and relevance to existing workload. The experiential perspective emerging from analysed themes gives broader insights in technical and socio-psychological dimensions than available in the current literature.

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Section: Background: Approaches To Gamification In Software Engineeri...mentioning

confidence: 99%

Evaluation of an industrial case of gamification in software quality improvement

Say,

Altunel,

Kosa

et al. 2023

IJSG

View full text Add to dashboard Cite

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“…Gamification is defined as using gaming techniques in non-gaming environments. Although it is a recent topic, some authors have already addressed it in certain areas, namely: in the workplace as motivational strategies, in teaching, in the fashion industry, in engineering, in health, or marketing (Aparicio et al 2021;Carlier et al 2021;Lucassen and Jansen 2014;Reis et al 2020;Trinidad et al 2021). Co-creation is a strategy of interaction between the company, customers, suppliers and even competitors, which aims at the participation of these agents in the creation of products/services, that is, in the creation of value (Lucassen and Jansen 2014;Rodrigues et al 2021b).…”

Section: Introductionmentioning

confidence: 99%

The Epic Game of Creating a Successful Gamified Co-Creation Strategy

Lopes

Gomes

Santos

et al. 2022

Administrative Sciences

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This paper aims to explore consumer engagement with online retailers through gamification, the use of game mechanics, and co-creation. A qualitative methodology was used through an exploratory case study approach. The interviews were conducted with 30 Portuguese consumers. It was found that the majority of respondents do not consider online shopping as a substitute for other entertainment activities. Respondents stressed that in online shopping, the important thing is personal satisfaction and their needs. According to the Hexad model, these characteristics fit the free spirit gamer, the Barttle model the explorer and the BrainHex model the seeker. As far as co-creation is concerned, the results indicate that most of the interviewees do not value the tools that exist on the retailers’ websites which allow them to create their own product. This study provides recommendations for retailers to implement a successful co-creation gamification strategy. Companies need to include gaming elements to enhance the retail experience and increase sales. In turn, this can increase competitive pressures among retailers by improving the services and products they offer. This paper provides empirical support for the current dearth of qualitative studies on the role of gamification and co-creation in the online retail experience. Many of the findings of this study are not in line with existing literature, allowing the conclusion that gamification alone is no longer enough to engage the online retail consumer with products and brands, requiring co-creation for the effective engagement of this consumer.

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“…al., 2020;Serrano et al, 2021). Due to the popularity of ITSM frameworks, an increasing number of companies are implementing reference models to improve their ITSM processes(Trinidad, Orta & Ruiz, 2021) Kubiak & Rass (2018). state that ITSM frameworks and processes bring together a set of best practices for the ITS lifecycle, and a best practice is defined as a method or technique that consistently performs better than its alternatives.…”

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confidence: 99%

Use of Frameworks, Norms and Standards in Information Technology Service Management

Bednarčíková

2023

EDAMBA 2022: Conference Proceedings

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Information Technology Service Management (ITSM) can be defined as the implementation, management and provision of quality information technology services that meet the needs of the enterprise to support business goals and customer needs in the area of IT operations. ITSM is an important factor in the success of many organizations and for this reason a large number of norms, standards, frameworks and models have been created (ITIL, COBIT, ISO/IEC 20000, ETOM, TOGAF, MOF and others) through which the company can use best practices and management practices information technology services. The most widely used standard is ITIL, which in its current version is aligned with the digital technologies of the digital era, so that together with consumers they create value, support business strategy and embrace digital transformation. The aim of the scientific article is to map the use of conceptual frameworks, norms and standards in the field of information technology service management. Business entities should use frameworks, standards and norms to be competitive, efficient and more profitable.

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Gamification in IT Service Management: A Systematic Mapping Study

Cited by 5 publications

References 62 publications

Evaluation of an industrial case of gamification in software quality improvement

Evaluation of an industrial case of gamification in software quality improvement

The Epic Game of Creating a Successful Gamified Co-Creation Strategy

Use of Frameworks, Norms and Standards in Information Technology Service Management

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