Gamification and persuasion of HP IT service management to improve performance and engagement

Abstract

Currently, IT service management groups in many different companies are facing a common challenge: how to motivate IT service desks to perform more effectively and productively in order to reach desired customer service objectives/goals and promote customer satisfactions. Undoubtedly, IT service desks’ performance and engagement will directly influence the delivered service, and the quality of the service will either enhance or degrade customer loyalty to a company’s brand and business. Accordingly, we present an effective and feasible way to incorporate gamification and persuasion as the incentive mechanism into the current product, to socially reward IT service desks for their performances, and thereby to increase their motivation to contribute and to improve their performance.