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10 Ways IT Can Use Self-Service

We live in a self-serve world. ATMs, self-checkouts at the grocery store, and even enterprise IT. As Mary Shacklett contests, IT is constantly adding new technologies, but is seldom adding additional staff. The solution: more technology, of course! In an article for TechRepublic, Shacklett lists 10 ways that IT is automating for business autonomy.

10 Selfies

  1. More testing process automation
  2. User IDs / renewals
  3. Data retention policies
  4. Software upgrades
  5. App and system updates
  6. Employee training
  7. Asset registration
  8. Repairs
  9. Self-serve reports
  10. Peak time cloud resource provisioning

Testing process automation allows users to enter test accounts without contacting IT:

By setting up user test accounts and resources and authorizing users so they can sign into systems and apps when it is convenient for them to do testing, IT eliminates phone calls and requests for app testing setups.

And in many ways, renewing employee IDs and passwords is often a manual process – unless managers are given a self-serve portal where they can send IT new user requests. Data retention is also a major candidate for automation. Instead of having IT meet with each department manager to discuss data resources and retention policies, there could be a simple update screen replete with a transaction log for auditors.

Automation of software releases is a no-brainer – central IT just pushes the updates down to the end user when they turn on their computer. The same goes for simple updates to apps or systems (saving more time for the complex updates that require one-on-one meetings). And speaking of updates, how about a self-serve training portal for employees who want to “download” information to their brains?

The same self-serve approach goes for asset registration, since new equipment requests just happen faster that way. And on the flip side, equipment repairs could benefit from a bit of the “auto” (maybe these could even be lumped together in the same portal)? Another clever idea is to establish an online “gallery” of reports for access by different business areas at various times. And lastly, extra resource requests can be automated for those times when businesses experience “peak IT” service need.

Read the original article at: http://www.techrepublic.com/blog/10-things/10-ways-it-can-use-self-service/

About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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