In this paper, we have introduced a game model which served as a reference to discuss the criteria for effective service management games. We have observed that the quality of a game lies both in the general flow of the game experience and in the individual moments during a playing session, which have to be defined both with respect to the (learning) goals set for the (serious) game, as well as the involvement of the player, that is fun. Against the background of these criteria we have indicated architectural requirements as well as technical and artistic issues in the development of service management games.