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 the expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change of the personnel involved are among the critical factors for an effective ITSM implementation. Gamification has the capability to improve people's motivation and engagement and to drive people's behavior to meet the objectives set. Besides, gamification is widely used in learning systems for increasing students' skills and competences. In the last years, many researchers have added gamification to their process improvement initiatives to increase the motivation and engagement of process participants and to address their behavior throughout the process. Thus, we consider that adopting gamification in ITSM processes can be an interesting area of study. In this paper, we conducted a systematic mapping study to analyze the actual state of research in the field of ITSM gamification and identify the key challenges that justify future research. The results of our study highlight the positive impact of adopting gamification in ITSM processes and that ITSM gamification is a novel an attractive research area with many action possibilities

Proceedings of Abstracts Engineering and Computer Science Research Conference 2019

© 2019 The Author(s). This is an open-access work distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. For further details please see https://creativecommons.org/licenses/by/4.0/. Note: Keynote: Fluorescence visualisation to evaluate effectiveness of personal protective equipment for infection control is © 2019 Crown copyright and so is licensed under the Open Government Licence v3.0. Under this licence users are permitted to copy, publish, distribute and transmit the Information; adapt the Information; exploit the Information commercially and non-commercially for example, by combining it with other Information, or by including it in your own product or application. Where you do any of the above you must acknowledge the source of the Information in your product or application by including or linking to any attribution statement specified by the Information Provider(s) and, where possible, provide a link to this licence: http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/This book is the record of abstracts submitted and accepted for presentation at the Inaugural Engineering and Computer Science Research Conference held 17th April 2019 at the University of Hertfordshire, Hatfield, UK. This conference is a local event aiming at bringing together the research students, staff and eminent external guests to celebrate Engineering and Computer Science Research at the University of Hertfordshire. The ECS Research Conference aims to showcase the broad landscape of research taking place in the School of Engineering and Computer Science. The 2019 conference was articulated around three topical cross-disciplinary themes: Make and Preserve the Future; Connect the People and Cities; and Protect and Care

Changing users' security behaviour towards security questions: A game based learning approach

Fallback authentication is used to retrieve forgotten passwords. Security questions are one of the main techniques used to conduct fallback authentication. In this paper, we propose a serious game design that uses system-generated security questions with the aim of improving the usability of fallback authentication. For this purpose, we adopted the popular picture-based "4 Pics 1 word" mobile game. This game was selected because of its use of pictures and cues, which previous psychology research found to be crucial to aid memorability. This game asks users to pick the word that relates to the given pictures. We then customized this game by adding features which help maximize the following memory retrieval skills: (a) verbal cues - by providing hints with verbal descriptions, (b) spatial cues - by maintaining the same order of pictures, (c) graphical cues - by showing 4 images for each challenge, (d) interactivity/engaging nature of the game.Comment: 6, Military Communications and Information Systems Conference (MilCIS), 2017. arXiv admin note: substantial text overlap with arXiv:1707.0807

Acceptance requirements and their gamification solutions.

We live in the days of social software where social interactions, from simple notifications to complex business processes, are supported by software platforms such as Facebook and Twitter. But for any social software to be successful, it must be used by a sizeable portion of its intended user community. Usage requirements are usually referred to as Acceptance Requirements and they have been studied in the literature both for general technology as well as software. Operationalization techniques for such requirements often consist of making a game out of software usage where users are rewarded/penalized depending on the degree of their participation. The game may be competitive or non-competitive, depending on the anticipated personality traits of intended users. Making a game out of usage is often referred to as Gamification, and gamification has attracted huge attention in the literature for the past few years because it offers a novel approach to software technology usage. This paper proposes a generic framework for designing gamified solutions for acceptance requirements. The framework consists of a generic acceptance goal model that characterizes the problem space by capturing possible refinements for acceptance requirements, and a generic gamification model that captures possible gamified operationalizations of acceptance requirements. These models have been extracted from the literature and they are highly dependent on context (cognitive and social) elements of the intended user community. The proposed framework is illustrated with the Meeting Scheduler exemplar

Inclusion of Gamification Elements in the Context of Virtual Lab Environments to Increase Educational Value

Previous research on gamification and virtual laboratories has suggested that both produce successful educational outcomes, but few studies have looked at both gamification and virtual labs in tandem. Drawing on social cognitive theory, we investigate gamification in the virtual labs’ context to examine whether learners’ educational performance is enhanced. In particular, we employ leaderboards as a motivational gamification mechanism for more engagement and participation that can result in higher learning outcomes. Using a student sample, our results show that using gamification within a virtual lab environment results in higher student performance; specifically, it helps them complete more-complex tasks and increases their self-efficacy. Our findings show promising evidence that gamification in virtual lab learning environments positively influences learning