The user engagement impact along information technology of infrastructure library (ITIL) adoption

Abstract

There are some issues with the adoption of information technology of infrastructure library (ITIL). The common issue comes from customers that always need excellent services. On the other hand, there are employees acting as an internal element of enterprise who need to be motivated while delivering the services. It has been known that the pressure at work and employees' personal problem can cause negative impacts such as decreasing the productivity and lack of teamwork. Moreover, IT managers have a limitation in understanding the psychological issues. Hence, it drives the enterprise to adopt an approach, which can help IT managers to motivate and reward the employees. They also need to ensure the employees that enterprise can be trusted, which means they should not be any doubt in helping the enterprise to reach the goals. Gamification is one of the persuasive approaches that have been used to boost motivation. In previous research, the design of user-centric ITIL function, which embedded gamification approach has been designed. But, the design still required evaluation in order to reveal the positive correlation between the user engagement and system success. This research focused on presenting the impact of user engagement towards successful ITIL adoption.