10th EAI International Conference on Simulation Tools and Techniques

Research Article

Gamifying HPE Service Manager to Improve IT Service Desks Knowledge Contribution

  • @INPROCEEDINGS{10.1145/3173519.3173536,
        author={Yue Yuan and Ke Ke Qi and Aaron Marcus},
        title={Gamifying HPE Service Manager to Improve IT Service Desks Knowledge Contribution},
        proceedings={10th EAI International Conference on Simulation Tools and Techniques},
        publisher={ACM},
        proceedings_a={SIMUTOOLS},
        year={2018},
        month={8},
        keywords={business design enterprise software it service management gamification persuasion employee knowledge contribution knowledge management user behavior user interface user experience},
        doi={10.1145/3173519.3173536}
    }
    
  • Yue Yuan
    Ke Ke Qi
    Aaron Marcus
    Year: 2018
    Gamifying HPE Service Manager to Improve IT Service Desks Knowledge Contribution
    SIMUTOOLS
    ACM
    DOI: 10.1145/3173519.3173536
Yue Yuan1,*, Ke Ke Qi1, Aaron Marcus2
  • 1: Shanghai Hewlette-Parkard Co., Ltd.
  • 2: Aaron Marcus and Associates, Inc.,
*Contact email: yuanyuecncn@126.com

Abstract

Currently, IT service management groups in many different companies are facing a common challenge: how to motivate IT service desks to continuously contribute and share knowledge to peers and organizations, transfer knowledge-centered IT service depending on individual experience to work from collective wisdom. Because knowledge sharing, reuse and innovation can significantly reduce time to deliver high quality service to customers and lowers the overall cost of support by boosting productivity. Obviously, quick and good service will enhance customer satisfaction and build loyalty to a company’s brand and business. As a result, it will increase win rates, add-on business, and new customers.

Accordingly, we present an effective and feasible way that integrates gamification and persuasion as the incentive mechanism into the current product, to socially reward IT service desks for their knowledge sharing and thereby increase their motivation to continuously generate, contribute and improve their knowledge to reach desired customer service goals and promote customer satisfaction.