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
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.
