Effective educational interventions require sufficient learner engagement, which can be
difficult to achieve if the learner is inadequately motivated. Games have been shown to …

The purpose of this article is to present a systematic map** study conducted to discover
the current state of the art of the Gamification Design Framework. This study explores more …

Digital transformation changes the way how companies and individuals operate and interact
with their surrounding environment. New digital channels provide service companies both …

The paper presents the UAREI (User-Action-Rule-Entities-Interface) model for formal
specification of software gamification, and the UAREI visual modelling language for …

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 …

Many service desk managers are struggling with the high turnover of service desk
employees. Kee** the service desk job interesting and maintaining motivation is …

Harvesting forests requires consumption of various types of liquids: fuels, lubricating oil for
harvester saw chains, marking colours in liquid form, and urea-based fungicide. Forest …

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 …

Gamification is a concept of game element that is applied to non-game contexts, Helpdesk is
an IT (Information Technology) section. It is first contacted by a user when someone has …

Abstract IT Service Management (ITSM) education is nowadays an established subject of IT-
related higher education programs worldwide. The recent years have witnessed significant …