A simulation and gamification approach for it service management improvement

Abstract

This paper proposes a conceptual framework for improving Information Technology Service Management (ITSM) processes that is based on as follows: (a) to build a simulation model of the process to improve that enables IT managers to assess the process performance and analyze the effects of changes in the process before their implementation in the organization; and (b) to gamify the model simulation experimentation to increase IT managers motivation and engagement, and drive their behavior through model simulations to meet the established objectives. To illustrate the usefulness of the framework, an application case in the context of the ITIL service capacity management process is summarized.