Gartner Research

Engaging Your IT Service Desk With Gamification

Published: 03 November 2011

ID: G00226691

Analyst(s): Jarod Greene

Summary

Gamification is an emerging business trend that increases associate engagement levels, and can modify behaviors. By applying the concepts of gamification, the IT service desk can improve training effectiveness and productivity, in the name of business fun.

Table Of Contents
  • Overview

Analysis

  • Modifying the Appropriate IT Service Support Behaviors
  • Applying Game-Based Mechanics to IT Service Support Performance
  • Applying Game-Based Mechanics to IT Service Support Training
  • Making the Case for Gamification in IT Service Support
  • Bottom Line

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