In 2023, my colleague, Magnus Sundset, developed a set of IT Service Management (ITSM) flashcards to help teams better understand Enterprise Service Management (ESM) challenges.
Whether you’re already aware of the benefits of Atlassian tools or not, the flashcards are designed to give you a clear understanding of how the different applications can be used to resolve various business challenges, regardless of industry.
Given my passion for board gaming (I have a collection of over 500), Magnus invited me to collaborate on creating interactive and engaging games centered around these flashcards.
Applying ludology to service management
Ludology is the study of games. It focuses on the structure, mechanics, and player interactions that make gaming enjoyable and meaningful. Unlike traditional narrative analysis, ludology examines the systems and rules that govern gameplay, offering insights into how games balance luck and player agency to create compelling experiences.
Games vary in their reliance on luck and player control; for example, chess is entirely deterministic with no element of chance, while rock-paper-scissors, despite being deterministic, often leaves players feeling they have little control over the outcome.
Studies show that the most enjoyable games strike a balance between luck and player agency. The flashcards themselves are deterministic, offering known solutions, so our challenge was to design games where players could explore the scenarios on the cards without having complete control over the challenges they faced.
Prototyping the service management game
To develop the flashcards, we proposed a couple of basic games based on ludology principles and then tested them with the help of volunteers.
We initially created two variations of a game that involved selecting and ranking a random set of cards. The first was designed to be quick and suitable for exhibitions and trade shows, while the second was intended for workshops and team play.
In the first game, we found that randomly selecting five cards from the deck provided enough variation. Players were asked to pick one card to discuss in-depth, giving them control over selecting something meaningful while exploring the flashcard’s scenario and solution. This game was tested at multiple exhibitions and trade shows with positive feedback.
Occasionally, if a player drew an uninteresting hand, we allowed them to draw five new cards. Overall, players enjoyed the game and many took packs of cards back to their businesses, recognizing the value in using them.
The second game, designed for workshops and teams, was more challenging to develop. Our initial concept involved each team having its own deck of cards and working together to refine the top five. However, this approach provided too much agency and scenarios, making it impractical and time-consuming.
We solved this by introducing an element of chance to limit the number of cards and scenarios while still allowing the team to choose the most relevant challenges.
Ultimately, we adapted the first game’s approach, dealing five cards to each team member and asking them to select one or two more. They then collaboratively ranked all the selected cards. This balance of individual agency and team collaboration proved both fun and rewarding for players.
Developing variants of our service management game
After refining the games for exhibitions and workshops, we focused on creating variants that could be used in businesses with a single deck of cards. For example, we developed a solitaire version, where a player draws as many cards as they feel comfortable analyzing and creates a ranked backlog of scenarios to address.
For team play with one deck, we added an element of chance, assigning a random card suit (scenario group) to each player or subteam, who then selects their chosen card scenarios.
Using games to tackle complex service management challenges
Using games to tackle complex problems helps break them down into manageable parts and encourages thinking about them from a different perspective.
By applying basic ludology principles, you can create engaging games that lead to actionable outcomes.
Prototyping initial game ideas is crucial for refining and making improvements and developing variants for different contexts.
Try the ITSM flashcard games in your business
If you'd like a copy of our ITSM smarts flashcard game to try out in your business, you can order it here.
A great way to start using the cards is by identifying the teams within your organization that need to collaborate on addressing service management challenges. For instance, if you have a complex HR and IT onboarding process, you could bring together a facilitator with the deck of cards, along with your HR and IT service desk teams.
By playing the “workshop” game, these teams can explore and discuss the scenarios and challenges they identify, transforming them into actionable improvements that can be implemented to enhance your processes.
We have a full set of instructions for each type of game, plus an instructional video to help you get the most out of your deck.
Published: Aug 15, 2024
