If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:
- Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities)
- Finance – 20%
- Facilities – 19%
- Security – 17%
- Business operations – 15%
- Customer service – 13%
- Procurement – 12%
- Legal – 12%
- Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)
Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.