Designing gamified-service towards user engagement and service quality improvement

Organizations find new challenge which is related to employees' engagement along service desk implementation. Gamified-service is defined as service desk which integrated Information Technology Infrastructure Library (ITIL) and gamification model. This integration enables fun, challenge, and reward to boost employees' motivation. Pressure in the workplace and employees' personal issues become the main trigger to decrease productivity. According to this reason, we need to add persuasive approach along implementation of ITIL best practices. This research focused on designing gamified-service prototype in order to help organization build game-like workplace environment. We believe that gamified-service will help employees do their job with fun way.