Game-based Learning in IT Service Transition - The Case of a Mobile Sales Service by a Small Team in Brazil

Thiago Paiva Brito, Josias Paes, J. Antão B. Moura

2014

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 Transition 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.

Paper Citation

in Harvard Style

Paiva Brito T., Paes J. and Antão B. Moura J. (2014). Game-based Learning in IT Service Transition - The Case of a Mobile Sales Service by a Small Team in Brazil . In Proceedings of the 6th International Conference on Computer Supported Education - Volume 2: CSEDU, ISBN 978-989-758-021-5, pages 110-116. DOI: 10.5220/0004828401100116

in Bibtex Style

@conference{csedu14,
author={Thiago Paiva Brito and Josias Paes and J. Antão B. Moura},
title={Game-based Learning in IT Service Transition - The Case of a Mobile Sales Service by a Small Team in Brazil},
booktitle={Proceedings of the 6th International Conference on Computer Supported Education - Volume 2: CSEDU,},
year={2014},
pages={110-116},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004828401100116},
isbn={978-989-758-021-5},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 6th International Conference on Computer Supported Education - Volume 2: CSEDU,
TI - Game-based Learning in IT Service Transition - The Case of a Mobile Sales Service by a Small Team in Brazil
SN - 978-989-758-021-5
AU - Paiva Brito T.
AU - Paes J.
AU - Antão B. Moura J.
PY - 2014
SP - 110
EP - 116
DO - 10.5220/0004828401100116