IT Service Desk Demo Script (30 Minutes)

Version: 1.0 | Last Updated: Nov 2025

Pre-Demo Preparation

Required Setup

[ ] Demo environment configured with IT Service Desk data
[ ] Sample tickets loaded (P1, P2, P3, resolved, in-progress)
[ ] Leaderboards populated with realistic data
[ ] ServiceNow/Jira integration screenshots ready
[ ] Analytics dashboard prepared
[ ] Mobile app ready (for mobile support agents)

Discovery Context Needed

Company size and IT team size
Current ticketing system (ServiceNow, Jira, Zendesk, etc.)
Key metrics they track (MTTR, SLA compliance, CSAT, ticket volume)
Pain points (burnout, turnover, knowledge gaps, response times)
Current engagement initiatives (if any)

Demo Overview

Duration: 30 minutes Goal: Show how gamification transforms IT service desk performance and engagement

Flow:

Introduction (2 min) - Set context
Support Agent Experience (8 min) - Day in the life
Leaderboards & Competition (5 min) - Team motivation
Manager Analytics (7 min) - Performance insights
Integration & Automation (5 min) - Seamless workflow
ROI & Results (3 min) - Business case

Script

1. Introduction (2 Minutes)

Opening: "Thanks for your time today, [NAME]. I know IT service desk is challenging—high ticket volume, burnout, hard to retain talent. Today I'll show you how [SIMILAR COMPANY] reduced MTTR by 35% and turnover by 40% using gamification.

We'll walk through what your support agents see daily, how managers get real-time insights, and how this integrates with ServiceNow [or their ticketing system]. Sound good?"

Set Expectations: "This is a working demo—actual platform, not slides. Feel free to stop me with questions anytime."

2. Support Agent Experience (8 Minutes)

A. Agent Dashboard (2 min)

What You Show: Login as "Sarah Chen" (L2 Support Agent)

Dashboard Elements:

XP Progress Bar: 2,847 XP / 3,000 XP to Level 14
Today's Activity: 8 tickets resolved, 342 XP earned
Active Quests: "Close 20 P2 Tickets This Week" (14/20)
Recent Achievement Unlocked: "First Response Hero" (100% SLA compliance this week)
Leaderboard Position: #7 this week (up from #11 last week)

What You Say: "This is Sarah's dashboard. She sees her progress toward the next level, today's XP, and active quests. Notice she's 6 tickets away from completing her weekly quest—that motivates her to close out those P2s before end of week.

She also just earned 'First Response Hero'—that means she hit 100% SLA compliance on first response time. That recognition is immediate, not waiting for a quarterly review."

Pause for Questions.

B. Ticket Resolution Flow (3 min)

What You Show: Navigate to "Active Tickets" → Select P2 Ticket → Resolve

Workflow:

Click "My Tickets" → Shows 5 active tickets
Open ticket: "VPN Connection Issues - Marketing Dept"
Add resolution notes
Close ticket → +50 XP (popup animation)
Achievement unlocked: "Networking Ninja" (resolved 50 network tickets)
Quest progress updated: "Close 20 P2 Tickets" → 15/20

What You Say: "When Sarah resolves a ticket, she immediately gets XP—50 XP for a P2 ticket. P1s are worth more (100 XP), P3s less (25 XP). This reinforces the priority system.

She also just unlocked 'Networking Ninja'—she's resolved 50 network-related tickets. That tells her she's building expertise in networking. And her quest progress updated—she's now at 15/20 for her weekly goal.

This immediate feedback makes ticket resolution feel rewarding instead of just grinding through a queue."

Pause for Questions.

What You Show: Navigate to "Team Chat" → Knowledge Base → Post Solution

Workflow:

Sarah shares her VPN resolution in team chat → +25 XP (knowledge sharing bonus)
Another agent reacts with 👍 → +5 XP (peer recognition)
Navigate to Knowledge Base → Show Sarah's previous solutions (rated 4.8/5)
Show quest: "Document 5 Solutions This Month" → 3/5

What You Say: "Sarah doesn't just close tickets in a silo. She shares her solution in team chat and gets XP for knowledge sharing. When teammates find it helpful, she gets more XP.

Over time, she's building a knowledge base. Look—she has 12 documented solutions with a 4.8/5 rating from peers. That expertise is now visible and rewarded.

We also have a quest to document 5 solutions per month—that encourages proactive knowledge sharing, not just ticket closing."

Pause for Questions.

3. Leaderboards & Competition (5 Minutes)

A. Individual Leaderboards (2 min)

What You Show: Navigate to "Leaderboards" → "This Week" tab

Leaderboard Display:

Rank	Agent	XP This Week	Tickets Resolved	Avg MTTR
1	Marcus Johnson	1,847	37	18 min
2	Jessica Park	1,732	34	22 min
3	Raj Patel	1,689	31	20 min
...	...	...	...	...
7	Sarah Chen	1,453	28	24 min

What You Say: "This is the weekly leaderboard. Marcus is #1 this week with 1,847 XP from resolving 37 tickets. But notice—it's not just volume. His average MTTR is 18 minutes (mean time to resolve). That quality matters.

Sarah is #7, but she moved up from #11—that upward trajectory is motivating. And you can see everyone's metrics are transparent: tickets resolved, XP, MTTR."

B. Team Challenges (3 min)

What You Show: Navigate to "Challenges" → "Active Challenges" tab

Challenge Example:"March Madness: SLA Showdown"

Goal: Achieve 95%+ SLA compliance across all P1/P2 tickets
Duration: March 1-31
Current Progress: 92% (trending up from 88%)
Reward: Team lunch, bonus XP, "SLA Champions" badge
Team Leaderboard:
- L2 Support: 94% (close!)
- L1 Support: 89%
- L3 Support: 96% (already achieved)

What You Say: "We run team challenges—this month it's 'SLA Showdown.' The goal is 95% SLA compliance. Right now they're at 92%, up from 88% at the start of the month.

Notice it's not individual—it's team-based. L2 Support (Sarah's team) is at 94%, almost there. L3 is already at 96%—they've hit the goal.

When they hit 95%, the whole team gets a reward: team lunch, bonus XP, and a badge. This creates healthy competition AND collaboration."

Pause for Questions.

4. Manager Analytics (7 Minutes)

A. Real-Time Performance Dashboard (3 min)

What You Show: Login as "Mike Stevens" (IT Service Desk Manager)

Dashboard Displays:

Ticket Volume: 142 open tickets (P1: 8, P2: 47, P3: 87)
Team Engagement: 78% DAU (daily active users)
SLA Compliance: 92% (target: 95%)
Avg MTTR: 32 minutes (down from 45 minutes last quarter)
Knowledge Base Contributions: 23 new solutions this month
Top Performers: Marcus Johnson (1,847 XP), Jessica Park (1,732 XP)
At-Risk Agents: 2 agents below 50% engagement score

What You Say: "This is Mike's manager view. He can see everything in real-time: ticket volume, SLA compliance, MTTR, team engagement.

Key insight: 78% of his team is active daily. That's high engagement. But he also sees 2 at-risk agents with low engagement—those might be burnout risks. He can intervene early.

Also notice MTTR dropped from 45 minutes to 32 minutes—that's a 29% improvement in just one quarter. Gamification is driving faster resolution times."

B. Individual Agent Insights (2 min)

What You Show: Click on "Sarah Chen" → Agent Profile

Agent Profile:

Level: 13 (2,847 / 3,000 XP to Level 14)
Tickets Resolved (30 days): 87 tickets
Avg MTTR: 24 minutes (team avg: 32 minutes)
SLA Compliance: 96% (above target)
Knowledge Contributions: 5 solutions (rated 4.8/5)
Engagement Score: 8.2/10
Strengths: Networking, VPN, Security
Development Areas: Database issues (only 2 resolved this month)

What You Say: "Mike clicks on Sarah and gets a complete profile. She's performing well: 96% SLA compliance, 24-minute MTTR (better than team average), 8.2/10 engagement.

But notice the insights: she's strong in networking and VPN, but weak in database issues. Mike can assign her a database training quest to upskill. That's targeted development, not guesswork."

C. Trend Analysis (2 min)

What You Show: Navigate to "Analytics" → "Trends" → 90-Day View

Chart 1: MTTR Trend

January: 45 min avg
February: 38 min avg
March: 32 min avg (29% improvement)

Chart 2: Engagement vs. Performance

Scatter plot: High engagement agents (8+ score) have 35% faster MTTR
Correlation: Engagement drives performance

Chart 3: Knowledge Base Impact

Tickets with KB article reference: 18 min MTTR
Tickets without KB: 41 min MTTR
56% reduction with knowledge sharing

What You Say: "Mike can see trends over time. MTTR is dropping month over month—29% improvement in 90 days.

And here's the magic: agents with high engagement scores (8+) have 35% faster resolution times. Engagement isn't fluff—it drives performance.

Finally, tickets that reference a knowledge base article resolve 56% faster. That's why we gamify knowledge sharing—it compounds value."

Pause for Questions.

5. Integration & Automation (5 Minutes)

A. ServiceNow Integration (3 min)

What You Show: Navigate to "Settings" → "Integrations" → "ServiceNow"

Integration Setup:

Connected: ServiceNow Production Instance
Sync Frequency: Real-time (webhooks)
Data Flow:
- ServiceNow → PulsePlus: Ticket creation, updates, resolution
- PulsePlus → ServiceNow: XP/achievements logged in ticket notes
Rules Configured:
- P1 ticket resolved → +100 XP
- P2 ticket resolved → +50 XP
- P3 ticket resolved → +25 XP
- SLA met → +20 XP bonus
- First response < 15 min → +15 XP
- Knowledge article linked → +10 XP

What You Say: "This integrates directly with ServiceNow via API. When an agent closes a ticket in ServiceNow, PulsePlus automatically awards XP—no manual entry.

We have rules: P1 tickets are worth more, SLA compliance gets a bonus, linking a knowledge article earns extra XP. All automatic.

Your agents don't leave ServiceNow. They work in their normal tool, and gamification happens in the background. PulsePlus surfaces the engagement layer in our dashboard and mobile app."

B. Rules Engine Demo (2 min)

What You Show: Navigate to "Rules Engine" → Show Sample Rules

Sample Rule:

IF ticket.priority == "P1" AND ticket.resolution_time < 30 minutes
THEN award 150 XP + "Speed Demon" achievement

Another Rule:

IF agent.tickets_resolved_this_week >= 30 AND agent.sla_compliance >= 95%
THEN award "Weekly Warrior" achievement + 500 XP bonus

What You Say: "The Rules Engine lets you customize everything. Want to reward P1 tickets resolved under 30 minutes? Create a rule.

Want to recognize agents who close 30+ tickets AND maintain 95% SLA? Create a rule.

This is your gamification logic—it adapts to your goals. We provide templates, or you build custom rules. No-code, visual builder."

Pause for Questions.

6. ROI & Results (3 Minutes)

What You Say: "Let me show you what our IT service desk customers are achieving..."

Results to Highlight:

Company A: Mid-Sized SaaS Company (IT Team: 25 agents)

Before PulsePlus:
- MTTR: 48 minutes
- SLA Compliance: 82%
- Turnover: 35% annually
- Engagement: 4.2/10
After PulsePlus (6 months):
- MTTR: 31 minutes (35% improvement)
- SLA Compliance: 94% (+12 points)
- Turnover: 18% (reduced by half)
- Engagement: 8.1/10
ROI:
- Faster resolution = 4,000 hours saved annually = $200K value
- Reduced turnover = $150K saved (hiring/training costs)
- Total value: $350K/year
- PulsePlus cost: $30K/year (25 users × $100/month)
- ROI: 11.6x

Company B: Enterprise Healthcare (IT Team: 120 agents)

Before:
- Knowledge base usage: 12%
- Repeat tickets: 40% (same issues, different users)
- Training completion: 35%
After (12 months):
- Knowledge base usage: 67% (+55 points)
- Repeat tickets: 18% (cut in half)
- Training completion: 89%
Impact:
- 22% reduction in ticket volume (due to KB usage)
- 8,000 hours saved annually
- ROI: 9.2x

What You Say: "These aren't theory—these are real customers. 35% faster resolution, 50% reduction in turnover, 11x ROI.

The key is gamification aligns agent incentives with business goals: fast resolution, SLA compliance, knowledge sharing, skill development. When agents win, the business wins."

Demo Wrap-Up

Summary: "So to recap, you saw:

How agents experience gamification—immediate XP, achievements, quests
Leaderboards and team challenges that drive friendly competition
Manager analytics showing real-time performance and engagement
Seamless integration with ServiceNow—no workflow disruption
Real ROI from real customers—35% faster resolution, 50% lower turnover

What questions do you have?"

Pause for Questions.

Next Steps: "Based on what you've seen, would it make sense to run a 60-day pilot with your L2 support team? We'd integrate with ServiceNow, set up custom rules for your SLAs, and measure impact on MTTR and engagement. If it works, you expand. If not, no hard feelings. Sound reasonable?"

Close: "I'll send over a pilot proposal this week. Let's schedule a follow-up call to review. Does [DATE/TIME] work?"

Post-Demo Follow-Up

Send Within 24 Hours

Email Template:

Subject: PulsePlus Demo Follow-Up - IT Service Desk

Hi [NAME],

Thanks for the time today. It was great walking through how gamification can transform your IT service desk performance.

**Quick Recap:**
- Agent experience: XP, achievements, quests for ticket resolution
- Leaderboards & challenges: Team motivation and friendly competition
- Manager analytics: Real-time insights into performance and engagement
- ServiceNow integration: Seamless, automated workflow
- Proven ROI: 35% faster resolution, 50% lower turnover

**Next Steps:**
I'll send over a 60-day pilot proposal by [DATE]. This would cover:
- [X] agents (L2 support team)
- ServiceNow integration
- Custom rules for your SLAs
- Success metrics: MTTR, SLA compliance, engagement

**Resources:**
- IT Service Desk One-Pager (attached)
- ROI Calculator (attached)
- Case Study: [SIMILAR COMPANY] (attached)

Let's connect on [DATE] to review the proposal and answer any questions.

Best,
[YOUR NAME]

Attach:

IT Service Desk One-Pager
ROI Calculator (pre-filled with their data if possible)
Case Study (if available)
Pilot Proposal Template

Objection Handling (IT-Specific)

"Our agents won't care about gamification"

Response: "I hear that often, but IT pros respond to the same psychology as everyone: progress, achievement, recognition. They may not love 'games,' but they love leveling up skills, hitting SLAs, and being recognized as experts. The data shows 78% engagement across all IT service desks using PulsePlus—including very technical teams."

"We already use ServiceNow—why add another tool?"

Response: "PulsePlus doesn't replace ServiceNow—it enhances it. Your agents still work in ServiceNow. PulsePlus runs in the background, awarding XP and surfacing engagement metrics. Think of it as a motivation layer on top of your existing workflow. No disruption, just better outcomes."

"We can't afford to distract agents with games"

Response: "This isn't a distraction—it's reinforcement. Agents get 2-second XP feedback when they close a ticket. That's it. The rest happens passively: leaderboards update, achievements unlock. Compare that to the hours wasted on disengaged agents scrolling Reddit between tickets. Gamification focuses attention, it doesn't distract."

"How do you prevent gaming the system?"

Response: "Great question. We have safeguards: XP is tied to real ticket resolution (validated via ServiceNow), not just activity. Quality metrics matter—MTTR and SLA compliance are factored into leaderboards. And managers can see outliers: if someone's closing tons of low-value tickets to chase XP, that's visible and addressable."

Demo Customization Tips

For Small IT Teams (<20 agents)

Focus on individual performance and skill development
Emphasize knowledge sharing (small teams need to cross-train)
Show mobile app (agents on the go)

For Large IT Teams (100+ agents)

Focus on team challenges and department competition
Show manager analytics and trend dashboards
Emphasize automation and rules engine (they need scale)

For Outsourced IT Support

Focus on SLA compliance and quality metrics
Show client-facing dashboards (transparency for clients)
Emphasize performance benchmarks vs. industry standards

Demo Assets Checklist

Required Screenshots:

[ ] Agent dashboard with XP/quests/achievements
[ ] Ticket resolution flow (before/after)
[ ] Leaderboards (individual and team)
[ ] Manager analytics dashboard
[ ] ServiceNow integration setup
[ ] Rules Engine example
[ ] Mobile app view

Optional Videos:

[ ] Agent testimonial (if available)
[ ] ServiceNow integration walkthrough
[ ] ROI case study video

Demo Script Owner: Sales Enablement Review Cadence: Quarterly (update with new features and customer results)

IT Service Desk Demo Script (30 Minutes) ​

Pre-Demo Preparation ​

Required Setup ​

Discovery Context Needed ​

Demo Overview ​

Script ​

1. Introduction (2 Minutes) ​

2. Support Agent Experience (8 Minutes) ​

A. Agent Dashboard (2 min) ​

B. Ticket Resolution Flow (3 min) ​

C. Knowledge Sharing & Collaboration (3 min) ​

3. Leaderboards & Competition (5 Minutes) ​

A. Individual Leaderboards (2 min) ​

B. Team Challenges (3 min) ​

4. Manager Analytics (7 Minutes) ​

A. Real-Time Performance Dashboard (3 min) ​

B. Individual Agent Insights (2 min) ​

C. Trend Analysis (2 min) ​

5. Integration & Automation (5 Minutes) ​

A. ServiceNow Integration (3 min) ​

B. Rules Engine Demo (2 min) ​

6. ROI & Results (3 Minutes) ​

Demo Wrap-Up ​

Post-Demo Follow-Up ​

Send Within 24 Hours ​

Attach: ​

Objection Handling (IT-Specific) ​

"Our agents won't care about gamification" ​

"We already use ServiceNow—why add another tool?" ​

"We can't afford to distract agents with games" ​

"How do you prevent gaming the system?" ​

Demo Customization Tips ​

For Small IT Teams (<20 agents) ​

For Large IT Teams (100+ agents) ​

For Outsourced IT Support ​

Demo Assets Checklist ​

IT Service Desk Demo Script (30 Minutes)

Pre-Demo Preparation

Required Setup

Discovery Context Needed

Demo Overview

Script

1. Introduction (2 Minutes)

2. Support Agent Experience (8 Minutes)

A. Agent Dashboard (2 min)

B. Ticket Resolution Flow (3 min)

C. Knowledge Sharing & Collaboration (3 min)

3. Leaderboards & Competition (5 Minutes)

A. Individual Leaderboards (2 min)

B. Team Challenges (3 min)

4. Manager Analytics (7 Minutes)

A. Real-Time Performance Dashboard (3 min)

B. Individual Agent Insights (2 min)

C. Trend Analysis (2 min)

5. Integration & Automation (5 Minutes)

A. ServiceNow Integration (3 min)

B. Rules Engine Demo (2 min)

6. ROI & Results (3 Minutes)

Demo Wrap-Up

Post-Demo Follow-Up

Send Within 24 Hours

Attach:

Objection Handling (IT-Specific)

"Our agents won't care about gamification"

"We already use ServiceNow—why add another tool?"

"We can't afford to distract agents with games"

"How do you prevent gaming the system?"

Demo Customization Tips

For Small IT Teams (<20 agents)

For Large IT Teams (100+ agents)

For Outsourced IT Support

Demo Assets Checklist