Gartner Research

The Implications of Gamification on IT Operations

Published: 07 August 2012

ID: G00235435

Analyst(s): Jarod Greene


IT service management change initiatives require significant effort to change people's behavior. Gamification provides an opportunity to engage individuals, and to modify and reinforce individual behavior, increasing the likelihood of project success.

Table Of Contents
  • Key Challenges



  • Differentiate Between Simple Contests and Gamification
  • Tie Gamification to ITSM Improvement Initiatives
  • Understand the Strategic Alternatives for Gamification in ITSM Models

Case Study

  • Social Use Cases for IT Personnel
  • Social Use Cases for Business Users

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