Gamification

Add gamification concepts to your Service Desk to help motivate and inspire your support team

Many of us are familiar with the concepts of games and forums using an “Experience Points” (XP) based system to encourage the use of the website\application and continue to hold that interest.

Experience points reward the user for their use of the software by being allocated to that user every time they perform positive actions, these points are then accumulated and can be used for comparison with peers, colleagues and other users of the software, even assigning a ranking to a user based on the amount of positive interaction they have with the software.

But this is not all, those allocations of points can be used for the reporting purposes of the company or group of individuals using the software to analyse how the system is being used in a very simplistic fashion. So the benefits of having such a function in place are two fold, in one respect for the user interaction with the software and on the other, system administrators and managers can monitor throughput more easily.

When established, gamification can be a useful tool for encouraging the use of features of a service management process in Service Desk. For example, if the Note function is used to communicate with customers, it may be a good way to encourage the boost of communication with the customers to use gamification to deliver Experience Points, to the analysts working with the system every time they use the Note functionality in the system.

These instructions seek to provide the design elements and base functions required to allow the delivery and expansion of the gamification theory through Service Desk processes to increase throughput into the system and encourage the use of good practices within the service environment.

It is primarily focused on the Incident Management element of the Service Desk product, but is built and presented in such a way in that it can be easily added on to the other modules in the system.