Gamification of service desk work

Abstract

Gamification is an emerging science that seeks to redesign work processes to more fully resemble complex forms of play. This chapter examines gamification and Service Desk gamification to redesign the work of IT Service Desk workers. Service Desks provide support for IT use in organizations and are one of the main entry points to the IT organization. As a result of their importance, Service Desks seek to provide high-quality services that provide both psychic and work satisfaction to employees. As important as Service Desk work is within an organization, the daily work can be stultifying and unsatisfactory to those who do it. This research seeks to redesign Service Desk jobs to gamify them through publication of communal quality metrics and rewards from use of game elements to increase work motivation.