ITRPM

ITRPM, or IT Resource Performance Management, is a concept employed within the discipline of IT Service Management. In practice, it is a combination of technologies and processes which combine social collaboration, mobility tools and gamification in order to provide higher quality support in a Service Desk environment. It is typically under-pinned by best practices like ITIL, COBIT or Lean Six Sigma for Service Management.

Key concepts

• Device Agnostic Tools (e.g. anywhere access from nearly any type of computing device)
• IT to IT Use / Business to IT Use as well as Crowdsourced Support
• Management reports and leaderboards to unite, encourage and reward staff for goal achievements
• Capturing ad-hoc (out-of-band) communications to harness user knowledge
• Game mechanic theories to identify latent skills in groups of staff or individuals
• Predictive Knowledge Management to provide faster end-user support; typically deployed through self service portals or decision tree technologies
• Using surveys and peer feedback for continuous improvement

See also

• Social media
• Gamification
• Incentive-centered design