Gamifying HPE Service Manager to Improve IT Service Desks' Knowledge Contribution

Abstract

Nowadays a common challenge is being confronted by IT service management in many companies, which is how to prompt 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 sharing and reusing valuable knowledge can greatly shorten response time, provide high-quality service to customers and lower the overall cost of support by boosting productivity. Obviously, quick and good service will enhance customer satisfaction and build their trustworthiness to a company's brand image. As a result, it will increase a company's competitiveness, promote supplemental businesses, and bring new customers. Therefore, we create an effective solution to motivate IT service desks to continuously generate, share, and improve quality of their knowledge which is used for assisting them to achieve desired customer service goals and enhance customer satisfaction by integrating gamification and persuasion as the incentive mechanisms into the existing system.