Coffee Chat on May 17 at 11:00 AM EST: Successfully implementing self-service within an organization

Coffee Chat on May 17 at 11:00 AM EST: Successfully implementing self-service within an organization
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Our next Coffee Chat is here. We have @manns hosting it for us ☕️ 🎉

It’s happening on Tuesday, 17th May 2022 at 11 AM EST.

The topic of discussion is: Successfully implementing self-service within an organization.

Please block your calendars for about 45 minutes to answer five questions and have an interactive session with Stephan Mann, Principal Analyst and Content Director at ITSM.tools  

Be sure to mark your calendars for this one!

  1. Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

  2. How would you rate your self-service success to date, and why?

  3. What are the most significant issues you faced in introducing your self-service capabilities?

  4. How does your organization encourage employees to use its IT self-service portal? In particular, how did/do you market your self-service capabilities?

  5. What are some of the good or best practices you’ve adopted to drive your self-service success?

  6. Have you extended your IT self-service portal to other business functions? If so, what was involved?

As always, here’s reminder about a few things to keep in mind
 

Six important things to know before we get started on our coffee chat :coffee:

  1. To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option 

  2. If you cannot make it at 11:00 am EST or even if you’re past time, you can still post your answer to a particular question.

  3. You can reply to each others threads/posts to keep the conversation going.

  4. Be polite and respectful of other people’s opinions.

  5. Most importantly, have a great time here!

  6. Lastly, I will make sure to engage with all of you to make this interesting.


104 replies

Userlevel 5
Badge +5

Self service is so important! Great topic - I hope I can attend live but otherwise I’ll chime in after seeing all the smart answers.

Userlevel 4
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Self service is so important! Great topic - I hope I can attend live but otherwise I’ll chime in after seeing all the smart answers.

Hi Jeannie… We hope you can chime in live… Would love to have your inputs too!!! 

 

Userlevel 4
Badge +2

Hi All, 

Coffee Chat with Stephen Mann (@manns) is here.

Please do chime in, share your thoughts and post your questions!!!! 

@keefe.andrews @zachary.king @Alefre @ErikAlmSynerity @GlennA @Sebastian_S @liamjordanmartin @OmerPaz @BrynCYDEF @Nezeki @Jerome.Haynes @Stratto @ggallaway @patricksawyer @ekrasner @michael.fong @m.rieder @IJR @MartinDG @raymondcanilao @Julie @fredddd @JCC @ShawnaJ @alyssia.correa @rashmi.nag @rhea.desouza @annapoorna.v @Arvind Ramamurti 

Userlevel 7
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I’m looking forward to this :)

Userlevel 1

Hi is there a calendar/zoom link for this event? Would love to attend. Thx!

I would like a zoom link as well please 

Userlevel 1

Good Morning from Sydney,

With the time zone difference the event is in the middle of the night, is it going to be recorded and made available to view later?

Regards

Rob

Userlevel 5
Badge +4

Looking forward to this! :)

Userlevel 7
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@Mondlane @Zebb_Seabrook @Rob Sydney Hi all, this is chat/text-based rather than video-based so the conversations and shared points and data can be viewed and interacted with at any time once or after it starts.

Is there a registration link?

Userlevel 7
Badge +9

Is there a registration link?

Hi @ifynwoke this is chat/text-based rather than video-based so the conversations and shared points and data can be viewed and interacted with at any time once or after it starts. If it’s like before, the chat will start here :)

Userlevel 7
Badge +9

Doing some prep for this today (so I can type faster in teh short time we have). However, is there anything that you’d like to cover that isn’t one of the existing questions? Thanks :)

Userlevel 4
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Hi @AMGJimmy… Do join us today for a coffee chat with Stephen Mann! 

We hope you like the topic and are excited to share your thoughts and post some questions to Stephen!!! 

Userlevel 7
Badge +12

This is bound to be an exciting event. @manns knows his stuff! I unfortunately won’t be able to make it due to the pursuit of an ITIL 4 certification today. I’ll be in class learning more about ITSM. Enjoy yourselves and I will come back and check out all the amazing content!

Take care!

What do we need to consider as MVP for an IT self service portal? 

Userlevel 7
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What do we need to consider as MVP for an IT self service portal? 

@Brindha do you mean the most valuable element of a self-service portal?

What do we need to consider as MVP for an IT self service portal? 

@Brindha do you mean the most valuable element of a self-service portal?

 

If our customer wants to start using an ITSM tool, what are the features they should start with? 
For example, they can start with Incidents, service requests in phase 1 to go live and then move to Problem, Changes and Releases in phase 2.
I know this is very subjective to a customer’s requirements as well :) 
I’m trying to understand this from a consultation point of view.. what are the modules a customer needs to start with for them to see the value of using an IT system so that we can provide consultation accordingly

Userlevel 7
Badge +9

What do we need to consider as MVP for an IT self service portal? 

@Brindha do you mean the most valuable element of a self-service portal?

 

If our customer wants to start using an ITSM tool, what are the features they should start with? 
For example, they can start with Incidents, service requests in phase 1 to go live and then move to Problem, Changes and Releases in phase 2.
I know this is very subjective to a customer’s requirements as well :) 
I’m trying to understand this from a consultation point of view.. what are the modules a customer needs to start with for them to see the value of using an IT system so that we can provide consultation accordingly

Hi @Brindha, as you rightly point out - it will depend on what the customer organization needs most.

15 years ago, ITSM tool vendors would recommend that customers start with incident and problem, incident and change, or change and configuration. This has evolved somewhat, with continual improvement usually now touted as one of the early adopted ITSM or ITIL capabilities. Self-service was also just starting to be talked about then though (with ITIL v3 in 2007).

So, returning to that “it depends” statement. What is the customer trying to achieve or what is it looking to prevent (usually in pain terms)? The important thing about self-service is that, when coupled with automation, it will deliver benefits across all three of “better, faster, cheaper” (if done well) and therefore looks to be an early adoption possibility. However, it can’t be successfully implemented until other ITSM capabilities are already in place. For me, incident, service request, knowledge, and automation are must haves otherwise self-service will be merely a digital frontend to IT service and support capabilities that don’t work (well).

I could keep going but it requires specifics to get beyond these fluffy generics :)

Userlevel 7
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Hey everyone! In another 10 minutes, we’ll begin this discussion with @manns.

So let’s do a roll call now :D 

Say hello if you’re going to tune in here.  

I’m tagging all our usual folks to chime in: @keefe.andrews @zachary.king @Alefre @ErikAlmSynerity @GlennA @Sebastian_S @liamjordanmartin @OmerPaz @BrynCYDEF @Nezeki @Jerome.Haynes @Stratto @ggallaway @patricksawyer @ekrasner @michael.fong @m.rieder @IJR @MartinDG @raymondcanilao @Julie @fredddd @JCC @ShawnaJ @alyssia.correa @rashmi.nag @rhea.desouza @annapoorna.v @Arvind Ramamurti @finn @KeithW@Brok@Getjayesh

Userlevel 7
Badge +7

Doing some prep for this today (so I can type faster in teh short time we have). However, is there anything that you’d like to cover that isn’t one of the existing questions? Thanks :)

Super excited about this, @manns 

Userlevel 7
Badge +7

This is bound to be an exciting event. @manns knows his stuff! I unfortunately won’t be able to make it due to the pursuit of an ITIL 4 certification today. I’ll be in class learning more about ITSM. Enjoy yourselves and I will come back and check out all the amazing content!

Take care!

Good luck with your certification, @zachary.king

Userlevel 7
Badge +9

Hey everyone! In another 10 minutes, we’ll begin this discussion with @manns.

So let’s do a roll call now :D 

Say hello if you’re going to tune in here.  

 

 

I’m here :)

Userlevel 7
Badge +7

Hey everyone! In another 10 minutes, we’ll begin this discussion with @manns.

So let’s do a roll call now :D 

Say hello if you’re going to tune in here.  

 

 

I’m here :)

Yaaay! I’m here too. 

Userlevel 4
Badge +2

This is bound to be an exciting event. @manns knows his stuff! I unfortunately won’t be able to make it due to the pursuit of an ITIL 4 certification today. I’ll be in class learning more about ITSM. Enjoy yourselves and I will come back and check out all the amazing content!

Take care!

:( you’ll be missed @zachary.king … Do add you comments later… We’ll have this thread active through this week!!! 

Userlevel 5
Badge +7

Lets go!😁

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