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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 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「IT Resource Performance Management」の詳細全文を読む スポンサード リンク
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