Gartner Research

Gamification and SMART Objectives Improve IT Services

Published: 24 October 2013

ID: G00257884

Analyst(s): Jarod Greene, Colin Fletcher


Gamification can be effective in increasing engagement, reinforcing desired behaviors and developing skills. IT leaders should couple it with a well-documented I&O improvement road map to accelerate I&O organizations toward their desired states of maturity.

Table Of Contents
  • Key Challenges



  • Evaluate the Potential of Gamification in Support of the I&O Improvement Road Map
  • Use Gamification and SMART Objectives to Visualize Progress
    • Area of Improvement: People/Skills
    • Area of Improvement: People/Training
    • Area of Improvement: People/Training
    • Area of Improvement: Process/Metrics
  • Develop and Apply the Game Mechanics Within Existing IT Operations Management Tools

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