Paper Type

Short

Paper Number

1263

Description

IT Service Management (ITSM) education is nowadays an established subject of IT-related higher education programs worldwide. The recent years have witnessed significant developments in software and ITSM frameworks, which underscores the importance of adapting educational formats to meet the latest standards. Recent developments include the introduction of practice-oriented approaches and case-based learning. Building upon previous literature, this study describes and evaluates the first iteration of a teaching case integrating a simulation game for practicing ITIL® 4 foundations in an undergraduate ITSM curriculum. The game-based approach shows scalability and dynamism, fostering high student engagement and content comprehension. It represents a promising avenue for training IT workers and contributes to ongoing ITSM education development.

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Jul 2nd, 12:00 AM

Gamifying IT Service Management Education for Future IT Professionals

IT Service Management (ITSM) education is nowadays an established subject of IT-related higher education programs worldwide. The recent years have witnessed significant developments in software and ITSM frameworks, which underscores the importance of adapting educational formats to meet the latest standards. Recent developments include the introduction of practice-oriented approaches and case-based learning. Building upon previous literature, this study describes and evaluates the first iteration of a teaching case integrating a simulation game for practicing ITIL® 4 foundations in an undergraduate ITSM curriculum. The game-based approach shows scalability and dynamism, fostering high student engagement and content comprehension. It represents a promising avenue for training IT workers and contributes to ongoing ITSM education development.

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