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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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 :)



A1. We are finding that many of our team members are asking for self service capabilities and they like being able to solve their own requests in terms of getting equipment or approvals. We also found that we can standardize the inputs that we want from our team members which expedites our service request processing. 

@keefe.andrews, that’s interesting… Are you looking at some Performance Parameters to quantify any of the benefits while standardizing inputs? If yes, would love to hear some stats around this!!! 

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All the responses so far are amazing.

Here’s the second question. @manns - there you gooo! 

Q2: How would you rate your self-service success to date, and why?

As always, use the Quote option.

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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?

A3. There are some common reasons why self-service hasn’t attained the anticipated level of success in organizations (the root causes). These are in no particular order:

  • A lack of organizational change management, including selling the “what’s in it for me?” to employees, marketing the capability, and ongoing education
  • Employees might still prefer the human touch
  • Self-service introduction is seen as a way to cut costs, not to help employees better
  • Self-service takes too long to use, and calling the IT service desk is quicker
  • Not easily accessible
  • ITSM tool capabilities are outdated or ill-conceived
  • Self-service is challenging to use, and the corporate capability doesn’t live up to consumer-world-driven expectations of self-service

The aforementioned Freshworks survey also found that (and this is the IT, not employee perspective):

  • 16% of respondents stated their IT self-service portal is “Great – Our employees love using it”
  • 43% stated that it is “OK – Our employees aren’t fans but still use it”
  • 14% stated it is “Poor – Our employees avoid using it.”

So, too many organizations are not doing the right things to encourage self-service adoption (and the benefits this brings).

But people are learning and benefitting as the successes and mistakes of others are shared :)


@manns The points you make around ease of use and communicating the why are spot on. I know personally I am tempted to send out an email about a change, create a training video/host a lunch and learn session, post the training video and call it a day. Part of our job as project leaders is to keep reminding team members about the resources available to them. Also too many projects do not adopt feedback loops during implementation that could help address blind spots or opportunities to make the self service solution easier to use.

@keefe.andrews I’ve something I wrote previously (elsewhere) to drop in on this for Q4. :)

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I can’t post for some reason - might be the image

Must have been