IT RPM (IT resource performance management) is a concept employed within the discipline of

IT service management Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers. Differing from more technology-oriented IT management approach ...

. In practice, it is a combination of technologies and processes which combine social collaboration, mobility tools and

gamification Gamification is the process of enhancing systems, services, organisations and activities through the integration of game design elements and principles in non-game contexts. The goal is to increase user engagement, motivation, competition and ...

in order to provide higher quality support in a

service desk Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers. Differing from more technology-oriented IT management approach ...

environment. It is typically under-pinned by best practices like

ITIL ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus ...

COBIT COBIT (Control Objectives for Information and Related Technologies) is a framework created by ISACA for information technology (IT) management and IT governance. The framework is business focused and defines a set of generic processes for the ...

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 Crowdsourcing involves a large group of dispersed participants contributing or producing goods or services—including ideas, votes, micro-tasks, and finances—for payment or as volunteers. Contemporary crowdsourcing often involves digit ...

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 A decision tree is a decision support system, decision support recursive partitioning structure that uses a Tree (graph theory), tree-like Causal model, model of decisions and their possible consequences, including probability, chance event ou ...

technologies * Using surveys and peer feedback for continuous improvement

Key concepts

See also