A conceptual framework for implementing gamified-service to improve user engagement by using ITIL

Abstract

Gamified-Service is defined as a service desk which uses ITIL and gamification model to boost the motivation of service desk employees. Along the implementation of service desk, organizations find the challenge which is related to the human resource who deliver the service. Pressure at workplace and personal issues become trigger to decrease their productivity. According to this fact, standard service desk is not enough. We need persuasive approach to guarantee that employees are totally engaged. Moreover, we are challenged to ensure that good service desk is implemented, we need best practices of IT Service Management, it is Information Technology Infrastructure Library (ITIL). This research is focused on creating a framework to build, implement, and maintain good service desk with fully engaged employees.