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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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manns
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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?

 

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 :)

Cheers, Stephen || https://ITSM.tools
akshara.sruthi
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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 

akshara.sruthi
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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 here :)

Yaaay! I’m here too. 

rashmi.nag
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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!

Wishes for your certification, @zachary.king. Make sure to add your thoughts on today’s topic and about your certification too, later with us :)

Cheers, Rashmi || Team Refresh Community
manns
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Here’s my first prompt for the day and @manns will chime in with his expertise. 

Q1: Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

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 

 

A1 We are on the cusp of adopting IT Self-service capabilities - we are testing the waters so to speak, so I’m hopeful that this discussion will give me some good insight.

@foxcubmama so much can be learned from the successes and mistakes of others

Cheers, Stephen || https://ITSM.tools
akshara.sruthi
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Here’s my first prompt for the day and @manns will chime in with his expertise. 

Q1: Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

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 

 

A1:
A few challenges that we faced were:
1. Making the Resources Discoverable and having the self-service portal updated
2. Managing Feedback and closing the loop

The opportunities that drove are:
1. An intuitive and easy to use portal 
2. Opportunities to use it on-the-go - Mobile friendly

manns
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Here’s my first prompt for the day and @manns will chime in with his expertise. 

Q1: Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

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 

 

A1. I’m not being lazy (well, maybe a little), but I wanted others to chip in a few things first on this question :)

The most common challenge that I have come across is ADOPTION. Change management has and always will be the first roadblock… What has worked for some organizations are Communicating the value it brings, the ease, and the additional coffee breaks that one can now afford… 

Your thoughts? 

@Isaac Thomas it’s important to recognize that low self-service adoption is a symptom that’s likely caused by a mix of root causes.

Cheers, Stephen || https://ITSM.tools
manns
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A2. I do presentations at ITSM events and ask the audience about their self-service success - one or two hands raised would be the limit (sadly).

Cheers, Stephen || https://ITSM.tools
manns
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Here’s my first prompt for the day and @manns will chime in with his expertise. 

Q1: Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

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 

 

A1. I’m not being lazy (well, maybe a little), but I wanted others to chip in a few things first on this question :)

The most common challenge that I have come across is ADOPTION. Change management has and always will be the first roadblock… What has worked for some organizations are Communicating the value it brings, the ease, and the additional coffee breaks that one can now afford… 

Your thoughts? 

@Isaac Thomas it’s important to recognize that low self-service adoption is a symptom that’s likely caused by a mix of root causes.

Would you be able to touch a little bit on some potentially proven ways to drive adoption further in a general sense?

@Josh.Slocum I’ve some pointers to share

Cheers, Stephen || https://ITSM.tools
akshara.sruthi
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Next prompt for the day, @manns 

Q3: What are the most significant issues you faced in introducing your self-service capabilities?
 

Isaac Thomas
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Here’s my first prompt for the day and @manns will chime in with his expertise. 

Q1: Which challenges and opportunities drove your organization to adopt IT self-service capabilities?

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 

 

A1. I’m not being lazy (well, maybe a little), but I wanted others to chip in a few things first on this question :)

The most common challenge that I have come across is ADOPTION. Change management has and always will be the first roadblock… What has worked for some organizations are Communicating the value it brings, the ease, and the additional coffee breaks that one can now afford… 

Your thoughts? 

For adoption of any new technology I like following the framework in the book “Switch” by Chip and Dan Heath. In a nutshell you need to: 

  1. Have a logical reason for why we are doing this change. (example: will help us close more business with customers and make more $$$)
  2. Have an emotional reason for the change. (example: We are going to help our work friends combat burnout)
  3. Shape the path, make it easier to change (making the new solution easier to adopt or a default option when someone begins a process)

@Josh.Slocum … Well organized thoughts from @keefe.andrews … Something that surely would help in change management...

-- Isaac
akshara.sruthi
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@manns - Those were such detailed and insightful stats on self-service success. Thanks, for sharing them. 

We’ll make sure to compile that into a post so all of them read it. 

alyssia.correa
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Wow - I’m loving all the responses! I’ve just joined in and playing catch-up! Looking forward to reading and learning lots 🤓!!

@alyssia.correa I’ve a version of FOMO where I keep checking I’ve not missed something :)

@manns - ha ha ha! Can relate!! I keep pressing the refresh button!

Alyssia, Freshworks Community
manns
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I can’t post for some reason - might be the image

Cheers, Stephen || https://ITSM.tools
manns
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Amazing coffee chat!! so much good information!

 

Thank you @manns and the freshworks crew for coordinating 😁

It’s so good to share what works (and what doesn’t) 😀

Cheers, Stephen || https://ITSM.tools
akshara.sruthi
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Thank you so much for all your amazing data-driven insights, @manns ☕️

And really appreciate everyone chiming in with all the lessons learnt over the years - @foxcubmama, @mrsamydavies @rashmi.nag @Isaac Thomas @WHeine @jwicker @keefe.andrews @Josh.Slocum, 

 
It was a great chatting away about implementing self-service within an organization. Feel free to keep the conversation going everyone! 😀

akshara.sruthi
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I look forward to hosting another session! Until then, stay safe wherever you are in the world and have a good day/night ahead. 

akshara.sruthi
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How wonderfully buzzing this conversation was with stats, information and learnings. Thank you @manns for taking out time to share your knowledge with us and thanks to the rest of the community for actively engaging, listening and sharing to this conversation. Looking forward to the next one :D

Thanks @rashmi.nag, this was great fun and entertaining (especially as I’m quarantining due to (finally catching) COVID right now).

Take care and sending you all the healing energy that you need, @manns 

rashmi.nag
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For those who are viewing this conversation later, feel free to add in your thoughts and questions at any time. These coffee chats are text-based to keep the conversations on-going and for us to refer to it at any point easily.

Cheers, Rashmi || Team Refresh Community
manns
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Hi, was there a recorded zoom on this?  I really wanted to attend but couldn’t connect with the right manager for this, for some reason.  We are a new customer using Freshservice and it sounded like a really great topic.  Thanks again

-Keither

Hi @Keither it was a text-based chat that can be read/scanned from start to finish.

Cheers, Stephen || https://ITSM.tools
manns
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I’d be interested to hear from a Freshservice customer who has really cracked IT self-service. I know they are out there :)

Cheers, Stephen || https://ITSM.tools
manns
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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.

Cheers, Stephen || https://ITSM.tools
ifynwoke
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Is there a registration link?

manns
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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?

Cheers, Stephen || https://ITSM.tools
manns
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A1. In many ways, it’s Q2. where the rubber starts to hit the road for this chat as we talk about how difficult self-service success can be and then how to increase the probability of success :)

Cheers, Stephen || https://ITSM.tools

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