Home/Gamification Software/Downloads/Gamifying the Service DeskUpdated on: February 9, 2024

Gamifying the Service Desk

by Barclay Rae

This paper sets out these issues and arguments and provides practical ideas and advice around gamification – what it is; how it can be used effectively; and also how to manage and deal with the issue and challenges that it raises.

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What's Inside

Table of contents

Introduction

What do we mean by ‘gamification’?

How is gamification used in the workplace?

Does gamification work?

Gamification Elements

How can this be applied in Service Desks and across ITSM?

Service Desks

Across ITSM

When is gamification appropriate/inappropriate at the Service Desk?

What are the challenges in making gamification work?

What are the normal objections/concerns regarding gamification? How can these be answered?

How can an organisation adopt gamification?

What sort of benefits and value can be achieved?
 
What are the potential future applications and developments in this area?

Specific Service Desk examples where gamification can improve quality

References

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