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

摘要

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