Winning at Self-Service: What do Users Want to do?

by Martin Stewart, on 30-Jun-2020 14:30:00

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What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal?

To decide what you're going to include as a priority, you'll need to engage with IT customers and analyse your historic demand data to identify the most appealing capabilitiesthose which will drive adoption of your self-service IT portal.

The self-service capabilities "wish list" typically looks something like this:

  • Web and mobile access
  • Self-logging of incidents, services and information requests
  • Search/browse a catalog of services and log a request
  • Automated service provision for digital services (immediate access to applications, spin-up of dev or test infrastructure, etc)
  • Self-diagnosis and self-resolution tools - Such as PC tune-up apps and password reset
  • Simple knowledge management - FAQs and access to some common how-to resources like how to connect to a network printer
  • Advanced knowledge management - A well-populated Knowledge Management Database (KMDB) with powerful search functionality.
  • User-created and curated knowledge management - The community creates and scores knowledge artefacts
  • Automated knowledge creation/curation - AIs mining data in real-time to constantly feed the knowledge base
  • Advanced channel options: like integrating digital support into enterprise collaboration platforms

Realistically, you can't deploy all of these overnight. Remember the ITIL 4 principle: Keep it simple and practical. An iterative, bite-size-chunks approach is more practical: deploy some useful capabilities like self-logging and access to Frequently Asked Questions (FAQs), see how users like it, and then build on that. If you make them wait six months to deliver a "complete" self-service portal, they may not be able to digest its complexity.

So you're going to need a road map for your self-service roll-out. But what should you prioritize, and what should you leave until later? Clearly, you want to go for capabilities that will give you the most impact, most quickly?

Although you may have a solid idea of which capabilities make the most commercial sense, it's dangerous to assume that you know which capabilities might be the most valuable and appealing to end userswhich means your road map should be co-created with the user community to get validation as you proceed.

Engage with business unit leaders and end user community group stakeholders to get a feel for what they need most.

READ NOW: The Key to Self-Service Adoption

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Topics:Self-ServiceService DeskITIL 4

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