Social IT and ITRPMImproving productivity through collaboration

IT Resource Performance Management (IT RPM) is a combination of social, gamification and mobility technologies and processes which allow companies to embrace the consumerization of IT. By implementing social technologies and gamification across web and mobile platforms, organizations have the opportunity to make collaboration and information sharing happen on a global scale – with a transformative effect on IT and business productivity.


The IT department isn’t typically a great communicator. The hiring focus is usually firmly on technical skills, so IT needs every bit of help they can get to better communicate internally and externally to the business. Social IT collaboration tools help IT and business people connect and collaborate to solve problems and make the most of technology.


Gamification is all about encouraging positive behavior. In the context of ITSM, this means encouraging involvement in information sharing, problem solving, knowledge capture and process improvement – as well as encouraging use of lower-cost automated support channels to reduce IT operations costs.


We live in the age of the mobile workforce, so people need services and support wherever they are. Mobility is about making sure business and IT people have access to the tools they need to get their jobs done.



Comprehensive guide to optimizing ITSM in 2016


Drive service innovation with the latest user collaboration technology

  • Multichannel support features (web, chat, mobile, social, email).
  • Collaboration platform supports community crowdsourcing and knowledge sharing.
  • Gamification: Points, badges and leader-board (PBL) tools encourage positive behaviors.
  • Leaderboards promote productivity improvement through friendly competition.

The social IT tools that assyst provides help you establish more effective and efficient communication within IT, between IT and the business, and between end users. By optimizing communication you break down the walls of departmental silos, create deeper understanding, and foster alignment. Through social IT, you can help bring IT and the business together to achieve business objectives.

  • Improve communication between IT and the business.
  • Synchronize IT people and end users working towards common business objectives – wherever they are.
  • Create social channels for direct IT-to-end-user communication.
  • Break down silos.
  • Foster mutual understanding.
  • Drive business alignment.

Most organizations leak knowledge, the lifeblood of the organization. Knowledge flows around the organization at meetings, in conversations, email chains, chat streams and other informal situations. It is rarely captured and shared, so the true value of knowledge in an organization is never realized. Any knowledge that is captured is usually just the tip of the iceberg. Most will remain in the heads of your people, who come and go. The social IT tools in assyst help you harness the full power of organizational knowledge by capturing it and making it reusable and sharable across boundaries.

  • Bring “out-of-band” conversations into assyst, capturing them as re-usable knowledge.
  • Collaborations and chat conversations are captured as re-usable artifacts in the knowledge base.
  • IT people and end users can pull solutions from the knowledge base or start collaborations with subject matter experts to solve new problems.
  • Gamification features uncover hidden technical skills and subject matter expertise amongst the IT and end-user community.

Leaderboards and gamification features in assyst help promote productivity by motivating users to participate, collaborate, transfer knowledge and develop their skills. As users provide feedback, they can be rewarded with social points, which encourages them to contribute pertinent answers to help resolve collaborations. Game mechanics can help identify hidden resources and allow you to promote development by leveraging skills both inside and outside IT. 

  • Encourage use of low-cost automated channels, such as the service catalog and self-service portal.
  • Identify hidden knowledge and skills that can be leveraged more widely.
  • Support training paths with gamification.
  • Increase productivity using leaderboards to create friendly competition.
  • Drive population of the knowledge base – typically a ‘shelf-ware’ app in most organizations, due to the lack of engagement/motivation.

What’s different about assyst?

  • Points, badges and leaderboards fully integrated into an enterprise ITSM solution
  • Powerful mobile tools keep IT people and end users connected on the move
  • Capture and leverage hidden knowledge by integrating knowledge management into all IT processes
  • Social profiles enable networking and collaboration
  • Surveys and feedback mechanisms to support continuous improvement.

Become an IT Champion using assyst

Mohawk improves the end user experience with assyst


“Axios Systems has truly been a great partner to Mohawk. Their responsiveness and level of collaboration ensure we have exactly what we need in assyst”



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