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Gartner Report: Design IT Self-Service for the Business Consumer

The single most important indicator of a successful IT self-service portal boils down to this: Do business consumers use it? Self-service benefits such as lower IT costs, reduced workloads, and 24/7 support can’t be realized if portals are not being utilized. Despite this fact, self-service deployments are rarely designed to appeal to end users—and even fewer are built with the goal of providing value to the business consumer.

Get best practices for designing IT self-service portals that will delight end users and keep them coming back for more with Gartner’s Report: Design IT Self-Service for the Business Consumer.

In this report, Gartner shares how enterprise IT organizations can leverage proven techniques used by consumer service providers to increase IT self-service user adoption and satisfaction levels, offering tips on:

  • Engaging the business to determine appetite, aptitude, and expectations
  • Identifying where IT self-service can have the greatest impact
  • Using consumer service experiences to develop an IT self-service strategy
  • How to promote, familiarize, and incentivize the IT self-service experience

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Gartner, Design IT Self-Service for the Business Consumer, Chris Matchett, 04 October 2017

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

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