IT self-service portals are like pizza. If someone asks if you would like to have it, the only answer is yes. And there are good reasons for it too. In a post for ITSM.tools, Per Mikkelsen shares five reasons to implement an IT self-service portal:
- People don’t always want to deal with other people.
- It can reduce ticket volumes.
- It’s more efficient for the agent and the end user both.
- It’s cheaper.
- It’s always there.
A Slice of Service
Having to talk to someone else to solve a problem is viewed as a hassle by many. Why is not exactly clear, but that is a moot point. What is clear is that self-service increases user satisfaction by allowing them a way to solve their problem without having to talk to other human beings. In turn, this reduces ticket volume because not as many issues end up landing on the service desk. Additionally, the portal can be used as a handy place to broadcast announcements about known issues, like a bad software update, so that more users do not report on something the service desk already knows. Service costs go down every time a user decides that he or she does not need to contact the service desk.
Mikkelsen goes on to say this about the efficiency of self-service for agents and end users:
… you can even be more efficient if you have an ITSM solution that also has ticket templating (whereby an end user is asked for specific information or a series of questions before the ticket is submitted) or automation capabilities that can be triggered based on a ticket being submitted (for issues or repetitive queries such as password reset). Additionally, setting up a bot that can provide some questions and elicit answers or provide information (for example, simple questions such as who are you and what’s your issue and then recommend knowledge articles via a chat session).
Mikkelsen offers a word of caution in closing though: A self-service portal only works when it is regularly updated. Lousy or nonexistent knowledge management can quickly sink a portal.
For additional thoughts, you can view the original post here: https://itsm.tools/2017/12/21/5-reasons-implement-self-service-portal-might-just-fail-anyway/