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APPLYING GAMIFICATION TECHNIQUES TO PROCESS INCIDENTS

  • US 20130324201A1
  • Filed: 06/01/2012
  • Published: 12/05/2013
  • Est. Priority Date: 06/01/2012
  • Status: Abandoned Application
First Claim
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1. A computer-implemented method performed by one or more data processing apparatus to apply gamification techniques to process incidents, the method comprising:

  • receiving, at a service management computer system that implements a gamification environment to process service incidents, a service incident including a plurality of words that collectively describe an incident;

    identifying from the plurality of words, one or more skills and, for each of the one or more skills, a level of the one or more skills needed to process the service incident;

    determining, from the service incident, a plurality of tasks to be performed to resolve the service incident, wherein each task is associated with a skill and a level;

    identifying, using the gamification environment, a plurality of service incident processors to perform the plurality of tasks, wherein each of the service incident processors is associated with a respective skill and a respective level to perform at least one of the plurality of tasks; and

    assigning, at the service management computer system, the plurality of tasks to the plurality of service incident processors.

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