To Infinity and Beyond! Gamifying IT Service Desk Training: A Case Study

Document Type

Article

Publication Date

10-9-2018

Abstract

The Information & Technology Services Department at a mid‐sized comprehensive university in the Midwest identified a need for a more engaging onboarding training module that emphasized basic technology skills and customer service skills. A gamification strategy was developed to increase employee motivation and provide a more thorough onboarding experience. This strategy included digital and physical leaderboards, leveling up, and bonus prizes and challenges tied together by a space exploration theme. Results from the qualitative feedback indicate that the training program design was well‐received by participants, meeting Level 1 of Kirkpatrick's Evaluation Scale. Additional comparison results of two years’ of annual campus surveys indicate that the gamification training strategy had some positive impact on customer satisfaction with the performance of the IT Service Desk.

Department

IT Solutions

Online ISSN

1937-8327

Publication Title

Performance Improvement Quarterly

DOI

10.1002/piq.21263

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