gamifying your service desk


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Post on 13-Dec-2014




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A 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


Page 1: Gamifying Your Service Desk

Barclay RaeNarain Muralidharan

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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

About FreshService

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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

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Gamification – Key elements

Real time PerformancePersonal skills and achievementSocial Behaviour and Interaction

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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

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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

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Applying Gamification in Service Desks

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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

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Service Desk use cases

• Incident and SLA management

• Use of Knowledge

• Bundles of activities for success and status

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Across ITSM

• 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

and interesting…!

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“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

motivate us.”

“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.”

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Adoption (1/2)

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


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Adoption (2/2)

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..!

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• 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..!

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The future

ITIL/ITSM processes IT Efficiency

Customer experience Service Management beyond IT/ITSM

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About Freshservice

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Self Support Portal

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Inside Freshservice

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Earning points in Freshservice

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Service Desk Quests in Freshservice

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Gamification in Freshservice

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Motivation = Results

Better agent


Happy agents.

Happy customers.

Decrease in

Average resolution


Faster Resolution

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Happy gaming!

[email protected]

[email protected]

Download the detailed white paper here.