A Simulation and Gamification Approach for IT Service Management Improvement

  • Elena Orta
  • Mercedes Ruiz
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 609)


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.


Gamification Simulation modeling IT service management Process improvement 



This research paper has been supported by the Spanish Ministry of Science and Technology with ERDF funds under grants TIN2013-46928-C3-2-R.


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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Department of Computer Science and EngineeringUniversity of CadizPuerto Real (Cádiz)Spain

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