Designing gamified-service towards user engagement and service quality improvement

Organizations find new challenge which is related to employees´ engagement along service support implementation. Gamified-service is defined as service support 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 main triggrer 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.