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2017 | Supplement | Chapter

Gamification for Improving IT Service Incident Management

Authors : Elena Orta, Mercedes Ruiz, Alejandro Calderón, Nuria Hurtado

Published in: Software Process Improvement and Capability Determination

Publisher: Springer International Publishing

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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Title: Gamification for Improving IT Service Incident Management
Authors: Elena Orta
Mercedes Ruiz
Alejandro Calderón
Nuria Hurtado
Publisher: Springer International Publishing
Book: Software Process Improvement and Capability Determination
Print ISBN: 978-3-319-67382-0

Electronic ISBN: 978-3-319-67383-7

Copyright Year: 2017
DOI: https://doi.org/10.1007/978-3-319-67383-7_27

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