ITSM Service Portal & Knowledge Base

IT Service Management

AN OUT-OF-THE-BOX SELF-SERVICE PORTAL WITH A KNOWLEDGE BASE; EASILY BRAND AND CONFIGURE WITHOUT ANY CODING OR SCRIPTING.

Example of TeamDynamix Service Portals & Knowledge Base Platforms for ITSM

According to HDI, a support call costs $22 compared to self-service, which is just $2 per incident. It’s clear that there needs to be a push toward self-service. An IT Service Management (ITSM) platform with a self-service catalog and an easily searchable knowledge base drives adoption.  There are a few ways to help bolster your online portal to help drive adoption and sustainable usage.  First, it must be easy to navigate with an ITIL service catalog.  This will help users easily find articles related to what they need – it also should be highly searchable and tagged appropriately.

Second, the information should be up to date and thorough.  Building content can seem daunting however, there are ways to do this so that over time, you accumulate appropriate content into the Knowledge Base.  By leveraging Knowledge Centered Service (KCS®) — organizations can crowdsource and improve content based on usage. 

TeamDynamix makes it easy to spin up an online portal – that is WCAG 2.0 AA compliant out of the box.  For many organizations, accessibility is a critical factor. With TeamDynamix, the portal is inherently compliant which means that you do not need to do anything!

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Creating an ITIL Self-Service Portal is Easy

Self-Service Portals that really work

A recent market study shows that 78% of IT organizations are feeling the squeeze of resource constraints. Furthermore, 73% of respondents are looking to self-service adoption as a key initiative in the coming year to help combat this issue. That’s certainly a good first step, but what else can IT do to help with this growing problem?

With TeamDynamix, there is no coding or scripting. Your team can easily modify the ITIL service catalog, add content and publish content without the need for programmers. This makes it easy to spin out new content. All branding and design is done through an online configuration window – so that you can create a site that matches your desired look & feel. The portal is WCAG 2.0 AA compliant out of the box allowing you to meet accessibility standards.

For organizations that want to leverage true enterprise service management for teams in HR, Facilities and IT — or if you are in a structure where you want to have different portals for different locations, entities, or divisions – that is easy too as TeamDynamix supports the use of multiple client portals.

TeamDynamix also fosters the use of Knowledge Centered Service — by allowing you to continuously iterate and improve your knowledge base using actual end-user and technician experience, you can drive increased adoption of the portal. Read our blog on key tips for improving your ITSM Knowledge Base.

Getting Started – Tips for Creating a Stellar Self-Service Portal: Want to reach new heights in IT maturity while reducing bottlenecks and giving IT department employees more time to work on high-priority projects?

One way to achieve this is to include more self-service options in your client portal. Organizations that optimize client portals for self-service allow users to resolve more IT-related issues on their own with limited or zero involvement from IT staff.

Simplicity is key when designing the layout for a client portal. Users should not need to scroll or navigate extensively to find what they are looking for, nor should it take them longer than a few minutes. Outlined information written in understandable, everyday language is essential to encouraging self-service. TeamDynamix helps you deploy an ITIL service catalog that will assist in organizing information.

Users can easily navigate to an article and while there, they can click on “request service” to automatically generate and route a ticket as needed.

building out your knowledge base

When it comes to stellar IT Service Management (ITSM) delivery – many organizations will point to a need for improved resource optimization. Knowledge Center Services (KCS), is a service method that focuses on knowledge – the implementation of organizations.

KCS stipulates that the creation and maintenance of knowledge must be fully integrated into the most important support operations. Support documentation and knowledge base articles can be generated by technicians or end-users and then staged for review and approval.  The benefits are far reaching:

  • Helps to continually lower inbound call volume
  • Increases customer satisfaction
  • Provides customers with the answers they need now
  • Crowdsourcing knowledge helps maintain accurate content
  • Offers opportunities for professional development
KB articles can be imported or created and staged for review – over time you can build out the content and institute routine review cycles.

reduce call volume & resource drain

Of course, transitioning to a self-service portal does not happen overnight. Such a move requires proper planning, time, and in some cases, new technology. But the ROI potential is there when factoring in the benefits:

  • Reduced service ticket volumes.
  • Enhanced overall user experience.
  • Higher satisfaction throughout the organization.

Self-service may not be the norm, but it is becoming the expectation. With the increasing desire to “do it yourself,” a self-service portal is essential. Have you taken steps to help users self-serve to resolve their IT needs?

When you consider the cost of a support call ($22 according to HDI), compared to the $2 per self-service incident, it becomes apparent that this approach will reduce costs and IT resource strain.

accessibility / wcag 2.0 aa compliance

At TeamDynamix we work with many organizations that view accessibility as a critical component of self-service design.  As such, we understand that websites must be compliant with WCAG 2.0 AA/ Section 508 standards in order to appropriately serve your organization.  That is why our portal is built to be compliant out of the box – each time you make any changes, it will automatically adhere to the required standards. It should be well-designed, clearly organized, and easy for all users to navigate. Key adaptations such as descriptive links, alternatives to multimedia, and other elements are helpful to any visitor and are required for compliance.

Organizations that put forward a comprehensive and truly compliant website will stand apart from the others as it provides equal access – sending the message that each end-user is important.

CREATE CONTENT FOR INTERNAL & EXTERNAL USERS

The Client Portal allows TeamDynamix users to have public-facing content for better interactions with end-users who may not be part of your organization – this is great for schools and universities, parents, citizens and prospective employees. For users inside the organization, you can publish content that is limited to authenticated users. Users are authenticated using SSO / LDAP. You have the ability to configure each article to be accessible to a segment of your users as well. This helps to maintain security of content and to help facilitate faster, easier and more relevant access to user groups.

By doing so, users who visit the Self-service Portal with an organization’s custom URL will have the experience that is intended by administrators.

FLEXIBLE ACCESS TO CONTENT AND Q&A FORUMS

The Self-service Portal allows for richer client interaction and it enables users to provide troubleshooting resources for problems frequently encountered by end-users. This may reduce the amount of work items that service desk technicians process, as clients are able to answer more of their own questions. In addition, it allows people who have not yet used TeamDynamix to register for their profile via the Portal.

In the Questions application, clients are able to start open forum discussions about troubleshooting issues and best practices when using the TeamDynamix application suite. On the other hand, the Knowledge Base application contains articles which can be used to document commonly encountered issues and how to perform certain actions when using TeamDynamix.

See The Full ITSM Platform

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