While self-service in ITSM has proved to have major benefits, why is it that most of these initiatives fall flat?
Here’s 4 tips to improve self-service adoption for your IT service desk:
- Cut out the technical jargon
- Cut down the form to just the essentials
- Bring the portal to where users already are
- Chatbots are your friends
What has worked for you in driving self-service adoption? Share with us!
I’d also add - build your self-service capabilities around what employees (or customers) want to use rather than what IT thinks is needed for great self-service (or what the technology offers).
Plus, let’s not forget about ensuring that success metrics measure the right things and those metrics are used to drive improvements (or even to simply keep up with changes in expectations).
Those were spot on
@manns! Thanks for sharing them here!