gamifying your service desk
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DESCRIPTIONA webinar by Barclay Rae on how to gamify your IT service desk, the various challenges involved and how to overcome these challenges. Download the white paper on Gamfying your IT service desk by Barclay Rae from http://resources.freshservice.com/gamifying-your-service-desk.html
Barclay RaeNarain Muralidharan
IntroductionWhat is Gamification? – Key elementsHow is gamification used in the workplace?Does gamification work?
Applying gamification to Service DesksService desks and ITSMChallenges and objectionsAdoption, Benefits, futures
What is Gamification?
• Applying the approach and mechanisms of games to the workplace
• To improve interaction and engagement at work• This improves personal job satisfaction and
reward• It also provides a more efficient operation • And it brings fun to the workplace
Gamification – Key elements
Real time PerformancePersonal skills and achievementSocial Behaviour and Interaction
How this works
• Sales and commission• Performance incentives• Loyalty schemes• Personal fitness/monitoring • Social media• SLAs and KPIs across customer service• Service Desks and ITSM
Does Gamification work?
Increased profit margin by 40%
Reduced attrition by 50% and absenteeism by 80%.
The company saves
$380,000 per year
participation from team members
Applying Gamification in Service Desks
• Real time performance metrics
• Volumes, SLAs, KPIs, telephony, Incidents
• Knowledge articles, Customer satisfaction , call quality
• Bundles metrics for proficiency, levels, guru
• Management, simplification, visibility
Service Desk use cases
• Incident and SLA management
• Use of Knowledge
• Bundles of activities for success and status
• Handling changes and requests• Adding and updating Asset/CMDB records• Reducing the number of incidents• Shift left
The greatest opportunity from gamification across ITSM however is
the opportunity to make ITSM, IT governance and management fun
“This is for kids, not for me, I’m a
“This will drive the wrong behaviours from our
“We don’t need measures and badges to
“This will cost a lot of money and be an overhead to manage.”
“How can we make older and more senior people follow
“It will create a culture of selfish behaviour.”
“We’re working very well thank you.”
1. What issues would we want to fix with gamification?
2. Create a CSI register to prioritise these issues3. What benefits will we expect to receive? 4. Is there clear and visible support from
management for this? 5. What/who will be the key operational areas and
people affected?6. Clarify the ‘bundle’ of activities that might be
1. Review the cultural demographic of the team and readiness for gamification
2. Identify areas that may resist this and plan mitigating actions, education, communications
3. Define and socialise the success criteria for the project4. Identify a short trial area to test before full
implementation 5. Identify market options for tools before implementation6. Get started..!
• Better more rounded metrics on which to measure performance
• Improved work culture through visibility and real time performance measurement
• Ability to combine service desk tasks with project goals and bundle these for individuals
• A practical model for delivering Continual Service Improvement • Opportunity to drive governance across an IT organisation • Automation and improvements in some time-consuming and
difficult management tasks – e.g. appraisal
Provide a more enjoyable working environment Service Desks are stressful workplaces..!
ITIL/ITSM processes IT Efficiency
Customer experience Service Management beyond IT/ITSM
Self Support Portal
Earning points in Freshservice
Service Desk Quests in Freshservice
Gamification in Freshservice
Motivation = Results
Download the detailed white paper here.