IT Resource Performance Management

Updated on Oct 07, 2024

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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

References

IT Resource Performance Management Wikipedia

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