Authors:
Thiago Paiva Brito
1
;
Josias Paes
1
and
J. Antão B. Moura
2
Affiliations:
1
UNIPÊ, Brazil
;
2
Federal University of Campina Grande (UFCG), Brazil
Keyword(s):
Game-based Learning, BPM, ITIL, Software Deployment, Motivation, Deployment Time, Learning Curve.
Related
Ontology
Subjects/Areas/Topics:
Computer-Supported Education
;
e-Learning
;
Game-Based and Simulation-Based Learning
;
Instructional Design
;
Learning/Teaching Methodologies and Assessment
Abstract:
IT Service Transition (ITST) is naturally challenging because it usually involves changes that run counter customer and provider staffs’ preconceptions, habits and established practices. Changes that affect implicit or explicit business processes (BP) adopted by the provider’s Service Transition team are particularly daunting since they may impact the team’s morale negatively and contaminate customer’s personnel who might be anxious to start with. Inability to properly implement and manage changes due to Service Transition process adjustments and retooling may lengthen deployment time, lower quality and even cause the provider to fail. In order to efficiently handle such changes, the provider’s ITST team must be motivated towards, trained in and quickly made proficient with new work tools, routines and practices. This paper provides preliminary evidence that blending Business Process Management (BPM) to gamification concepts and tools can accelerate learning in an IT Service Trans
ition context. For that, we consider the case of a small IT Service provider in Brazil when transitioning a sales support IT service from Palm OS to Android devices.
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