Gamifying your Service Desk

Presented by

Barclay Rae (ITSMGoodness), Narain Muralidharan (Freshservice)

About this talk

Gamification is often regarded as ‘quirky, trivial and not-for-business’, and it can be difficult to convince management of the potential uses and benefits of using a gamified approach, particularly for IT Service Management.. There are challenges that need to be faced such as, will this work for the Service Desk and our organisation? Are we ready for it? Do we understand how it works and know how to get the best out of it? This presentation will look at these issues and provide advice and practical suggestions on how to tackle the challenges of culture and human resistance that may occur. It will also include some real life examples of how gamification can be used by Service Desks and IT Organisations and how to use ITSM tools to enhance service quality and employee satisfaction.

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