A webinar by Barclay Rae on how to gamify your IT service desk, the various challenges involved and how to overcome these challenges. Download the white paper on Gamfying your IT service desk by Barclay Rae from http://resources.freshservice.com/gamifying-your-service-desk.html

1. Barclay Rae
Narain Muralidharan

2. Agenda
Introduction
What is Gamification? – Key elements
How is gamification used in the workplace?
Does gamification work?
Applying gamification to Service Desks
Service desks and ITSM
Challenges and objections
Adoption, Benefits, futures
About FreshService

3. Introduction

4. What is Gamification?
• Applying the approach and mechanisms of
games to the workplace
• To improve interaction and engagement at work
• This improves personal job satisfaction and
reward
• It also provides a more efficient operation
• And it brings fun to the workplace

5. Gamification – Key elements
Real time Performance
Personal skills and achievement
Social Behaviour and Interaction

6. How this works
• Sales and commission
• Performance incentives
• Loyalty schemes
• Personal fitness/monitoring
• Social media
• SLAs and KPIs across customer service
• Service Desks and ITSM

7. Does Gamification work?
100%
Reduced attrition by 50% and
absenteeism by 80%.
The company saves
$380,000
per year
participation from
team members
Increased profit margin by 40%

8. Applying Gamification in Service
Desks

9. 9
ITSMGoodness

10. 10
Service Desks
• Real time performance
metrics
• Volumes, SLAs, KPIs,
telephony, Incidents
• Knowledge articles, Customer
satisfaction , call quality
• Bundles metrics for
proficiency, levels, guru
• Management, simplification,
visibility

11. Service Desk use cases
• Incident and SLA management
• Use of Knowledge
• Bundles of activities for success and
status

12. Across ITSM
• Handling changes and requests
• Adding and updating Asset/CMDB records
• Reducing the number of incidents
• Shift left
The greatest opportunity from
gamification across ITSM however is
the opportunity to make ITSM, IT
governance and management fun
and interesting…!

13. Challenges
“This is for kids, not
for me, I’m a
professional…”
“This will drive the
wrong behaviours from our
staff.”
“We don’t need
measures and badges to
motivate us.”
“This will cost a lot of money
and be an overhead to manage.”
“How can we make older
and more senior people follow
this?”
“It will create a culture of selfish behaviour.”
“We’re working very well thank you.”

14. Adoption (1/2)
1. What issues would we want to fix with
gamification?
2. Create a CSI register to prioritise these issues
3. What benefits will we expect to receive?
4. Is there clear and visible support from
management for this?
5. What/who will be the key operational areas and
people affected?
6. Clarify the ‘bundle’ of activities that might be
gamified

15. Adoption (2/2)
1. Review the cultural demographic of the team and
readiness for gamification
2. Identify areas that may resist this and plan mitigating
actions, education, communications
3. Define and socialise the success criteria for the project
4. Identify a short trial area to test before full
implementation
5. Identify market options for tools before implementation
6. Get started..!

16. Benefits
• Better more rounded metrics on which to measure
performance
• Improved work culture through visibility and real time
performance measurement
• Ability to combine service desk tasks with project goals and
bundle these for individuals
• A practical model for delivering Continual Service Improvement
• Opportunity to drive governance across an IT organisation
• Automation and improvements in some time-consuming and
difficult management tasks – e.g. appraisal
Provide a more enjoyable working environment
Service Desks are stressful workplaces..!

17. The future
ITIL/ITSM processes
IT Efficiency
Customer experience
Service Management beyond IT/ITSM

18. About Freshservice

19. Self Support Portal

20. Inside Freshservice

21. Earning points in Freshservice

22. Service Desk Quests in
Freshservice

23. Gamification in Freshservice

24. Motivation = Results
Better agent
engagement
Happy agents.
Happy customers.
Faster Resolution
Decrease in Average
resolution times

25. Happy gaming!
barclayrae.com
@barclaerae
bjr@barclayrae.com
freshservice.com
@freshserviceapp
hello@freshservice.com
Download the detailed white paper here.