Increasing SLA Performance by Using Service Desk Simulation Learning Tools Based on ITIL

Increasing SLA Performance by Using Service Desk Simulation Learning Tools Based on ITIL

"The purpose of this study is to see the extent to which the service desksimulation game application can increase trainees’understanding of theprocess of incident and request fulfillment management. With thissimulation, there is an increase in SLA compatibility. This research uses aquantitative approach using the experimental method. Here we develop aservice desk simulation application and then test the application throughthree scenarios in a class group that has never learned the process of incidentand request fulfillment management. Then we note the change in resultsfrom the experiment based on the existing scenarios. The results of thisstudy prove that the tools created can increase participants’understanding ofthe incident handling process. Where the results of the trial involvingseveral groups, there was an increase in the level of SLA conformity fromeach scenario created with the highest SLA suitability level of 95.8%. Theother value obtained from the simulation is related to the increase inunderstanding of the participants related to the composition of the servicedesk team."