Gamification is coming, whether you need it or not.
In December 2013, BMC announced a partnership with Bunchball to integrate its game mechanics engine with RemedyForce. I am told other vendors have game mechanics on their roadmaps.
Two years and a half years ago I expressed my skepticism about including game mechanics in non-game scenarios. We are still waiting for anything to happen. And waiting, and waiting…
The idea behind gamification is to promote desired behaviors. Examples may include first call resolution of calls, submission of knowledge base articles, utilization of KB articles in issue resolution, on-time resolutions Incidents and Requests, implementation of Changes without an Incident, etc.
Any behaviors you ever desired with traditional tools can be reinforced with game mechanics. Traditional tools include dashboards, metrics reports, disciplinary actions, public humiliation, and performance rewards. To these we are adding badges, leader boards, and progress bars.
It seems to me a like much ado over very little.