Abstract
Support groups’ agents are a very important element of IT service incident management process, and to increase their motivation and commitment, to improve their skills and to modify their behaviors is fundamental for improving the process and meeting the business objectives. Gamification, the application of game elements in non-game contexts to modify and influence the behavior of the people, is helpful in this field. This paper introduces a method for gamifying the incident management process that is based on the gamification method proposed by Werbach and Hunter and ITIL incident management process. To illustrate the usefulness of the method proposed an example of use is also presented.
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Acknowledgments
This research paper has been funded by the Spanish State Research Agency and ERDF funds (grants TIN2013-46928-C3-2-R and TIN2016-76956-C3-3-R), and the Andalusian Plan for Research, Development and Innovation (grant TIC-195).
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Orta, E., Ruiz, M., Calderón, A., Hurtado, N. (2017). Gamification for Improving IT Service Incident Management. In: Mas, A., Mesquida, A., O'Connor, R., Rout, T., Dorling, A. (eds) Software Process Improvement and Capability Determination. SPICE 2017. Communications in Computer and Information Science, vol 770. Springer, Cham. https://doi.org/10.1007/978-3-319-67383-7_27
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DOI: https://doi.org/10.1007/978-3-319-67383-7_27
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