IT Self-Help Ingredients

3 Key “Ingredients” for IT Self-Help Adoption: A Recipe for Success (just in time for the holidays!)

November 17 , 2017 By Justin Roux

The key to accelerating success, and ultimately ROI, with IT self-help is really no secret – It’s user adoption. If more end users engage self-help, feel empowered and are successful at solving their own problems, then you should have less tickets coming into the service desk. Less tickets for your service desk staff means more efficiencies, lowering the cost of service delivery. And as a bonus, your service desk can... [Read More]

EMA White Paper: Next-Gen ITSM

EMA Shines a Light on Next-Gen ITSM [White Paper]

November 3 , 2017 By Katie McKenna

Traditional ITSM centers on the service desk, but there’s no denying it has evolved into so much more. ITSM has become the natural answer to emerging problems such as how to overcome the growth of IT silos, promote and measure IT operations efficiencies, and consolidate critical insights for better IT-to-business planning. In fact, recent research from Enterprise Management Associates (EMA) shows the growing focus on ITSM as a “hub of... [Read More]

IT self service

IT Self-Service vs. Self-Help – No, They Aren’t the Same

September 18 , 2017 By Stephen Mann

The thing that the IT industry now calls “self-service” started off very much with a focus on the service catalog or, to be more precise, the service request catalog (even though we continued to call it the “service catalog”). But what was wanted by customers, and sold by IT service management (ITSM) tool vendors, was so much more than a service request catalog – it was a spectrum of “self-service”... [Read More]

self service portal ROI

Calculating the ROI of Your IT Self-Service Portal

August 30 , 2017 By Justin Roux

Self-service continues to be promoted as the white knight for time- and cash-strapped IT departments and their service desks. And it makes so much sense, whether it’s part of a shift-left strategy – commonly to improve speed of resolution and to reduce costs – or it’s an initiative to improve the end-user experience and customer satisfaction. These three things are the oft-quoted, high-level benefits of self-service; but please read on... [Read More]