How can / would we gamify our ServiceNow users as they practice IT Service Management?

[Gmckone]

Just joined so I'll introduce myself and offer this question.
I've been a fan of ServiceNow since I learned we would be using it in 2018, I've been using ServiceNow since 2020, I've been practicing ITIL ITSM practices since 2004ish, and I've been directly involved in ITSM as a specialty since 2006 (checks for more grey hairs).  I work for Fraser Health within our Digital Patient and Provider Experience (DPPE) group (that is how we say "IT") within our Service Management Office (SMO) which is headed by Re: A New Vancouver SNUG Leader - Welcome Jason Kennedy!   We are time and budget constrained, but fortunately I report to a manager that encourages innovation and exploration, so here I am asking. 

At home, In video games I love completion.  Finding all the treasures, checking all the nooks and crannies.  Getting to that place that took just a little more effort to get the "Steam Achievement".   I see how gamifying achievement can motivate people to do that little bit extra.  If any of you have tried Khan Academy you will know how they gamify the learning experience, keeping it positive and motivating people forward. (maybe we could do that with our training too.)

For years I've wondered how we could gamify our ITSM practice in ServiceNow.
Maybe there is a profile page in ServiceNow (that I don't know about) where badges could be displayed.
Maybe there are "in-game" rewards that tell a person they just leveled up.

Imagine someone brand new resolving their first incident and they get a badge.  (You did it! You are one of us now!)
Imagine someone getting their 500th incident resolved  "Heavy Hitter" / "You've helped 500 healthcare professionals"
1. I want people to know "we see them"
2. I want otherwise humble people to be aware of their own contribution.

3. I'd love to know who I'm dealing with...  When I get a question from someone who has done something 500 times.  I can dispense with the "why we do it this way" speech and realize they are bringing a question with experience baked in"

4. For those motivated by achievements, I want to use this to help them achieve more.

The last thing I want to do is spend work time manually calculating scores and awarding badges.  It has to be a system that flows with (and doesn't get in the way of) our work.

Does the group know of any built in features in ServiceNow Out Of the Box that help with this?
Has anyone hear successfully used gamification to enhance their organization's ITSM practice?

Thank you for your thoughts!

[Dee13]

This is a fantastic idea and I wholeheartedly agree with your mindset that gamification is a good driver for productivity.

I've been in the Service Management space for over 25 years and the ServiceNow ecosystem for the past 8 years. I don't know of any OOB features in ServiceNow or any other solutions to enable something like this. 

This topic should be brought to the attention of ServiceNow itself. They pioneered so many other things in Service Management and this could be another feature that sets them apart. You might also want to submit an idea on the Idea Portal: https://support.servicenow.com/ideas

Again, great idea. I'll be following this post to see what others might suggest.

Dee

[Gmckone]

I've recorded the suggestion here:  View Idea Page - Idea Portal (servicenow.com)
(Thanks @Dee13 for the link!)
I invite Vancouver SNUG members to go vote on the idea.  
I understand that our votes are used by ServiceNow to determine community interest in improvement ideas.

[Gmckone]

Thanks for the 2 votes folks. (reading this post isn't a vote)
With my strong love for democracy I would never tell people how to vote.  AND... imagine if we boosted each other's ideas how that would help get them to the attention of ServiceNow.  Just takes a minute...

[JJK-FHA]

Oddly, my ServiceNow account does not seem to have permission for the Idea Portal page, so you have my verbal support of this idea but not my "vote" as I don't have one. 
<shrugs>