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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:
What has worked for you in driving self-service adoption? Share with us!
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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).
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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).
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Those were spot on
For those who are looking to learn more around Building a Self-Service Portal, check out the Coffee-Chat Session that happened around this topic, last week within the community, where we had the Academy Community discuss, engage and share in conversations around Self-Service adoption.
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