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IT RPM, 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
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