Paper Info
Title
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 companyu0027s brand image. As a result, it will increase a companyu0027s 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.
Year
Venue
Field
2017
SimuTools
Customer satisfaction,Service management,Persuasion,Incentive,Reuse,Enterprise software,Computer science,Computer network,Knowledge management,Collective wisdom,IT service management
DocType
Citations 
PageRank 
Conference
0
0.34
References 
Authors
0
3
Name
Order
Citations
PageRank
Yue Yuan100.34
Ke Ke Qi200.34
Aaron Marcus358697.53