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Designing Game-Based Service Desk towards User Engagement Improvement

Kridanto Surendro, Sarifah Putri Raflesia
2016 Indonesian Journal of Electrical Engineering and Computer Science  
According to this, organizations need to implement a function which can be a single point to provide communication between IT service provider and IT users.  ...  In this research, we propose a design to help organization build game-like activities as solution to boost service desk's motivation which can give good impact to service desk's quality.  ...  In this implementation of gamification along ITIL, out target is getting positive improvement of user engagement and service desk quality.  ... 
doi:10.11591/ijeecs.v1.i2.pp381-389 fatcat:s5f2jlpckze2zctfxcxg5b4kg4

Gamification in IT Service Management: A Systematic Mapping Study

Manuel Trinidad, Elena Orta, Mercedes Ruiz
2021 Applied Sciences  
Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce the expected results.  ...  Gamification has the capability to improve people's motivation and engagement and to drive people's behavior to meet the objectives set.  ...  [P13] analyzed the use of gamification in IT service desk to improve the service incident management process.  ... 
doi:10.3390/app11083384 fatcat:5rvrz2tm65ejdjadjvettf6fpq

The Occupational Health Nursing Education Components Most Influenced by Informatics Technology Based on Gamification and Fogg's Models: a Case Study in Indonesia

Isak Jurun Hans Tukayo, Mohammad Saljan, I Ketut Swastika, Syaifoel Hardy
2021 International Journal of Advanced Health Science and Technology  
Gamification and Fogg's Behavior models were used to identify the influence of IT on OHN education. The data analysis showed a significant impact of IT on OHN education with a value of 0.782.  ...  The Influence of IT towards OHN learning materials based on Gamification and Fogg's Models also showed of 9 OHN competency categories (100%), indicating the need for IT support was absolute.  ...  Studies have revealed a lot about the contribution of IT to the development and improvement of health services in the industry [7] .  ... 
doi:10.35882/ijahst.v1i2.4 fatcat:xdj7ubdhzvey5phmndwderzos4

Behavioral Change towards EE by Utilizing ICT Tools

Albert Hoffrichter, Evangelos Zacharis, Angelina Katsifaraki, Ashley Morton, Gloria Calleja, Federica Fuligni, Marko Batic, Marina Dorokhova, Niall Castelli, Konstantinos Kanellos, Thanh Nguyen
2020 Proceedings (MDPI)  
services within a human-centric and context aware framework.  ...  Due to end-users' habit being one of the prominent factors influencing building performance, changing user behavior to encourage energy efficient habits has tremendous potential to facilitate energy savings  ...  This approach, we believe, will maximize the end-user acceptance of our eTEACHER tool and optimize its impact on improving energy efficiency across a wide range of building types and building user groups  ... 
doi:10.3390/proceedings2020065010 fatcat:apfmtcpcbvcmxfingsalso3txq

Proposed Framework for Measuring Enterprise Gamification Impact on Employees' Performance: ABANA Enterprises Group Company Case Study

Nora AlMadi, Wafi AlBalawi
2015 Journal of Management and Strategy  
Therefore, utilizing it in business is still considered to be new, especially in the employee engagement area with no precise model that can be used to measure Gamification efficiency.  ...  Research Significance This study got its significant due to the following points:  Gamification can resolve a numerous business issue related to employee engagement in order to produce a more efficient  ...  n to improve ad from https://al ). Gamification Motivational A Making Arabic (p. 28). ACM.  ... 
doi:10.5430/jms.v6n4p50 fatcat:jrkztcskx5cz3ddznchjocfcbe

Smart urban freight planning process: integrating desk, living lab and modelling approaches in decision-making

Valerio Gatta, Edoardo Marcucci, Michela Le Pira
2017 European Transport Research Review  
^to foster stakeholders' engagement in co-creating policies; a Bmodelling approach^to evaluate policies and find/define an optimised mix of shared applicable/effective policies.  ...  Methods The methodology is organised and deployed in three phases, following three different approaches, i.e.: a Bdesk approach^for data acquisition and knowledge-based policy rankings; a Bliving lab approach  ...  , and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.  ... 
doi:10.1007/s12544-017-0245-9 fatcat:la37v2fy2zfc7nbcrwtrnpzsyu

Making Visible: Valuating the Impacts of Design Intervention for Social Cooperative

Xue Pei, Francesco Zurlo, Arianna Vignati, Luca Fois, Michele Melazzini
2017 The Design Journal  
The evaluation model is a way to present what changes and impacts that design, especially strategic design, could bring to organisations and how these results could enable organisations to fulfil its missions  ...  The results will consist of a theoretical framework to evaluate, taking social cooperative as one example, and the applied results in an empirical project.  ...  Acknowledgements: the authors would like to thank all the staffs of Universiis involved in the design research project for their valuable contributions and supports.  ... 
doi:10.1080/14606925.2017.1352836 fatcat:6u4coom3xvcl7dae2v36hrfcs4

Relevant Research Areas in IT Service Management: An Examination of Academic and Practitioner Literatures

Mauricio Marrone, Mara Hammerle
2017 Communications of the Association for Information Systems  
service management (ITSM) and by developing a possible research agenda to address these misalignments.  ...  The rise and subsequent fall we observed in the number of publications focused on ITSM suggests that it may have followed a full fashion cycle of the type that Abrahamson and Fairchild (1999) describe.  ...  The IT service climate instrument, when incorporated into employee feedback initiatives, can provide guidance to IT executives about practices to improve service quality.  ... 
doi:10.17705/1cais.04123 fatcat:gkvxlohix5bv7g5miy263nkely

Gamification Risks to Enterprise Teamwork: Taxonomy, Management Strategies and Modalities of Application

Abdullah Algashami, Laura Vuillier, Amen Alrobai, Keith Phalp, Raian Ali
2019 Systems  
Finally, we provide a checklist to help the risk identification process as a first step towards a comprehensive method for eliciting and managing gamification risks to teamwork within enterprises.  ...  There is also a lack of methods to identify gamification risks and their management strategies.  ...  Both companies have more than 50 staff including agents, supervisors, managers and IT services.  ... 
doi:10.3390/systems7010009 fatcat:z6wxvvn3t5fapp6wr4entbssuq

Gamifying the gig: transitioning the dark side to bright side of online engagement

Abhishek Behl, Pratima Sheorey, Kokil Jain, Meena Chavan, Isha Jajodia, Zuopeng (Justin) Zhang
2021 Australasian Journal of Information Systems  
While it has unfolded new avenues to showcase talent, its management irregularities have resulted in more significant dropouts.  ...  It is further observed that in the case of gig workers, high-performance work systems have a non-significant effect on the intentions to quit.  ...  Gamification acts like a cue that helps in improving their experiences and motivates them to be more participative.  ... 
doi:10.3127/ajis.v25i0.2979 fatcat:pf2kww7xk5c5tdoccg47sfrjmy

FEEdBACk: An ICT-Based Platform to Increase Energy Efficiency through Buildings' Consumer Engagement

Filipe Soares, André Madureira, Andreu Pagès, António Barbosa, António Coelho, Fernando Cassola, Fernando Ribeiro, João Viana, José Andrade, Marina Dorokhova, Nélson Morais, Nicolas Wyrsch (+1 others)
2021 Energies  
This system also interacts with an automation manager and a users' behavior predictor application.  ...  and using automation to optimize energy consumption, generation, and storage of controllable and flexible devices without compromising comfort levels and indoor air-quality parameters.  ...  This ensemble aims to leverage the performance of each individual model, thereby mutually improving their quality and producing better forecasts.  ... 
doi:10.3390/en14061524 fatcat:4wdbbiiq6ze6hcdwsi5yizxxgi

IN4WOOD: A Successful European Training Action of Industry 4.0 for Academia and Business

Jose Luis Romero-Gazquez, Gregorio Canavate-Cruzado, Maria-Victoria Bueno-Delgado
2021 IEEE Transactions on Education  
The results from the pilot prove that the IN4WOOD training helps to fill the skill gaps identified in the current VET/HE students and improves the competitiveness of employees, managers, and enterprises  ...  Finally, the European innovative training action IN4WOOD is presented as a successful open and free training tool developed to offer students, employees, and managers an easy way to learn, use, and deploy  ...  It uses gamification and a recommendation system based on machine learning, which adds personalized training paths to users.  ... 
doi:10.1109/te.2021.3111696 fatcat:562xopo33ncyvdmj7vp6h3ecqa

Table of Content

2020 2020 8th International Conference on Cyber and IT Service Management (CITSM)  
157-162 Analysis of Factors That Affect The Quality of E-Government Services: A Case Study in Ombudsman of the Republic of Indonesia 30 Yusuf Durachman, Nur Yasin, Damayanti Harahap, Rodoni, Andi Faisal  ...  of E-learning during a Pandemic: Potentials and Challenges 49 Agus Sufyan, Didin Nuruddin Hidayat, Amany Lubis, Ummi Kultsum, Maya Defianty, Evaluation of e-Halal Certification System Acceptance to Improve  ... 
doi:10.1109/citsm50537.2020.9268837 fatcat:oeo6dpn475bdbnduw5i7dywk44

Satisfactory System Architecture

2016 Zenodo  
It provides to the management the financial and quality reports based on best practices and Key Performance Indicators (KPIs) compliant to international standards; complimented by a Progress Control module  ...  For the needs of SatisFactory, there is a set of web services covering diverse functionalities toward the management and interaction with the Ontology Manager.  ...  DSS) Dependencies Sub-component Name Web Based UI Description This HTML5-based application will be available as a kiosk on a tablet (workers) and as a browser-app (manager).  ... 
doi:10.5281/zenodo.1005088 fatcat:vm5kxaaglvaujgr6lxbpuwehqe

The Touristic Sector in the 5G Technology Era: The 5G-TOURS Project Approach

Luca Vignaroli, Marco Gramaglia, Manuel Fuentes, Antonino Casella, Roman Odarchenko, Lorenzo Natale, Baruch Altman, Francesco D'Andria
2020 2020 IEEE Globecom Workshops (GC Wkshps  
This transition to a vertical oriented delivery model will have a strong impact in the touristic sector.  ...  The objective is to develop an innovative tourism concept based on complementary and linked trials for five specific use cases.  ...  Thus, users can interact with (Hi-Res textures) 3D models or participate in a virtual scenario with the aim to improve the visitor knowledge by taking actions.  ... 
doi:10.1109/gcwkshps50303.2020.9367418 fatcat:hqoh5bybt5amveywo26bxqgzw4
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