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]