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Self Service Ensuring You Have Your Bases Covered

Self-service empowers users to access key information and find help with routine issues when the Service Desk is unavailable. Users can keep track of the status of their requests and are presented with the right information to guide them through the request process. More importantly, it allows service delivery teams to assess incoming requests according to the impact on the business and prioritize the work that needs to be done first.

But to ensure you implement this crucial service correctly, you must have your bases covered. Here are the most important aspects of a self-service channel that you should knock out of the park.

  1. One place for employees to request services and interact with service delivery teams – An Enterprise Service Management (ESM) approach allows services to be split across multiple domains, while services remain restricted to each domain, giving employees a single space where they can interact with different teams.
  2. An Intuitive and consumer-like experience – Retail and banking sectors have long been moving towards greater levels of self-service and automation. By taking note of successful examples from these sectors, you can develop a self-service portal that users will find enticing to use.
  3. Single Sign On - no additional access details to remember – Removing any unnecessary obstacles to using a tool is essential to driving higher adoption rates. Single Sign On allows your users to access the portal with the click of a button.
  4. Step-by-step guidance collects all the information IT needs – Presenting the right knowledge, offering guidance, and asking the right questions allows IT teams to deliver a tailored service experience for your users.
  5. Powerful workflow creates and assigns tasks to the correct team for faster completion – Through Progressive Capture, useful information is collected and automatically assigns requests to the right team, increasing efficiency and user experiences.
  6. Track the progress made with your requests – A clean interface and transparent working practices allow teams to publish their services, catalog items and request types, while also granting users to track the progress of their requests.
  7. Automatic notifications tell you what happens next, what you need to do, and how to get help – In many cases when users submit their requests, it enters an informational black hole. Effective self-service keeps users informed of the progress of their request, any actions they may need to take, and where to go for help.
  8. Guidance, documentation, and knowledge available 24/7 – A comprehensive self-service catalog grants users access to important information and guidance independently, without needing to contact the Service Desk.
  9. Help yourself, without waiting to speak with a person, just like you already do at home – Self-service is the channel we all prefer to use. If its effective, we neither need nor want to speak with a person. Market conditions demand greater efficiency, and people are looking for intuitive, accessible self-service experiences.

To find out more about the benefits implementing a self-service solution can bring to your organization, click here to read our latest paper on self-service and automation.


Jake Bolger

Written by Jake Bolger