I recently published a new post on my blog over at Computerworld on "Putting the 'self' in service: How to empower customers to do it themselves." With a customer used to the immediacy bred from use of a mobile device alongside a greater technical know-how, there is an opportunity to take advantage of IT self-service.
IT self-service is a service option designed to meet the needs of tech-savvy users to seek greater autonomy and immediate results. In this article, I explore how the right IT Service Management (ITSM) solution can provide the infrastructure need to support IT self-service.
When implementing self-service IT, I recommend pay attention to these 3 key areas:
- Know your user - Surveys are very useful and often reveal many situations where your users would prefer self-serve solutions. ITSM solution user reports can indicate additional processes you can evolve into self-serve. Know what is right for your users (and any subgroups) and don't just follow the trends (like Gamification).
- Don't recreate the wheel - Some creative ideas can come from looking at what others have done, such as the Apple Genius Bar concept. Leveraging technologies that appeal to users, such as social media, can simplify things.
- Service anywhere - make sure it's easy for users to access help and resources no matter where they are
To leverage all these gains, the necessary backend workflows and systems are an absolute requirement. With an integrated ITSM solution such as Absolute Service
providing the backbone, users can obtain the information and support they want in the way that works best for them. And IT can process incidents and service requests quickly. It’s a win-win.
Read the full discussion on self-service IT here and you can subscribe to my Computerworld blog for more People, Process and IT insights.