Driving ITSM Self-Service Portal Adoption

As IT Service Management (ITSM) continues to evolve, IT leaders across industries are looking for new ways to improve service delivery. A recent TeamDynamix market study found that 78 percent of IT organizations are feeling the squeeze of resource constraints. In fact, it’s been listed at the top challenge for the past several years. So how can you address an increase in IT service requests with limited resources? Here’s where we recommend you start.

Balancing Resource Constraints and ITSM Needs

The market study revealed most of the survey respondents, an overwhelming 73 percent, consider self-service adoption a key initiative to mitigate resource constraints. This is no surprise, as self-service is one of the easiest, most effective ways an IT department can maximize limited resource availability. 

At North East Ohio Medical University (NEOMED), they’ve seen great success with self-service adoption. 

Prior to using TeamDynamix for their ITSM needs, NEOMED students and employees had to call or email the university’s help desk to log service requests. Using TeamDynamix, the universitys built a comprehensive service portal with knowledge base articles explaining how users can resolve their own IT issues. If users can’t find what they’re looking for within the knowledge base, they can submit a ticket request through the service portal — and requests are routed automatically to an appropriate technician for a response, saving valuable time. 

“With our client portal, we have been able to wean people off (of calling the help desk),” project manager Geri Hein said. In turn, this allows the talented IT division to focus on more resource intensive projects.

What You Need for Successful Self-Service Adoption

In the world of IT Service Management, self-service is like teaching a person to fish in order to feed themselvesSelf-service allows users to look for answers to questions and resolve problems on their own whenever they want, as often as they need to. There is little reliance on having to make transaction phone calls or visits to a help desk. 

The benefits of self-service are clear, a level 1 support call can cost $22 while self-service checks in at just $2. This is a dramatic reduction in per-incident costs incurred by IT. But for self-service adoption to work, it must do the following: 

  • Provide the ability to publicly access answers and services through customizable views. 
  • Offer access for request forms that do require a sign-in process. 
  • Be easy to use so you can reduce call volumes while giving your customers the resolution they need. 
  • Respond to multiple devices and support those with disabilities. 
  • Be easy to set up and configure. 

With the right tool to support your self-service initiatives, you can see fantastic results. If you want to learn more about IT resource optimization, check out our on-demand webinar.

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