Simulation of ITSM Processes as Training Tool Set

Schmidtmann, Achim

doi:10.1007/978-3-642-12494-5_38

Cited by 1 publication

(2 citation statements)

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“…The training system is built on web technologies like PHP, MySQL database and Apache web server and, like the system by Martin et al (2018), it uses gamification techniques. A similar approach was chosen earlier by Schmidtmann (2010), who presented a system based on business process modelling software to be used in simulations during training. The training was structured as follows: (1) general presentation of the training project, (2) introduction to the ITIL framework, (3) instructions on how to work with the modelling tool, and (4) simulation runs.…”

Section: State Of the Artmentioning

confidence: 99%

“…The kernel theories that the presented artefact is built upon were evaluated by implementation by Eklund et al (2020), Sommer et al (2017), Sukmana et al (2021) or Schmidtmann (2010), and the participants of the focus group discussion agreed that the proposed artefact may serve as a solution to the presented problem. Therefore, the formative validity of the proposed artefact is assumed.…”

Section: Artefact Evaluationmentioning

confidence: 99%

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Service Desk Onboarding Training Environment

Dostál¹

2022

AIP

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Low qualification of employees newly hired to service desks contributes to the high turnover of service desk agents and consequently to low quality of services delivered. This paper proposes a conceptual artefact comprising two modules for tacit knowledge elicitation and knowledge transfer during the onboarding training process. The design of the artefact follows the design science methodology. Exante evaluation methods are chosen to evaluate the importance of a problem domain and evaluate the artefact feasibility. Expert interviews and focus group discussions with experts from the field were performed to support the evaluation activities. The proposed framework uses eye-tracking technology to complement captured knowledge with tacit knowledge. Next, the proposed model incorporates a simulated environment for enhanced training experience and effective knowledge transfer from expert employees to novice ones. This paper and the proposed artefact aim to improve the training process of service desk employees and to contribute to wider use of tacit knowledge capture and elicitation techniques in IT service management.

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Section: State Of the Artmentioning

confidence: 99%

Section: Artefact Evaluationmentioning

confidence: 99%