Understanding Change Management and Its Importance Within Your Organization
Did you know that a significant number of IT incidents occur when someone makes a change to one system that then affects other systems in
The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report today.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
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.
In fact, a recent IT Service Management (ITSM) market study shows most organizations at least acknowledge the importance of self-service, with 81% reporting they have a knowledge base and 56% stating they run a self-service portal.
However, only 5% of those with a knowledge base say that it is fully maximized with updated, crowdsourced and relevant information. And only 25% of organizations with a self-service portal say it is highly adopted and effective in administering self-service support.
One of the most efficient ways to improve ITSM and service desk delivery is by removing the need for starting a ticket in the first place—by empowering users to answer their own questions and solve their own problems before an issue requires human intervention.
In general, people would much rather resolve issues themselves instead of submitting a service request and waiting for a response. With the increasing desire for more self-service options, it is essential for those in IT to respond accordingly. Having a well-organized portal with the ability to search for solutions by keywords or tags goes a long way in quickly helping users get the information they need.
Self-service models that deflect calls from the helpdesk to the portal and give users access to an intuitive, timely catalog of technical knowledge not only improve customer satisfaction, they also dramatically reduce the per-incident cost incurred by IT.
“Creating an employee self-service portal was a pivotal step in streamlining IT service for the city,” said Nathan Ignatz, system support analyst for the City of Buffalo, NY.
The city uses TeamDynamix for ITSM and the introduction of a self-service portal has made a significant impact on how IT support is provided.
“It allows us to provide service quicker,” Ignatz said. “Before the service portal existed, employees would call or email the help desk to ask questions or request service.”
And this influx of service requests through calls and emails often tied up IT staff time as they had to field questions, create service tickets and make sure everything got into the hands of the correct team members. Having employees enter service requests directly through the portal, as they do now, has resulted in a faster resolution to issues and is freeing up IT staff to work on other tasks instead.
So how can you create a successful self-service portal? Simplicity is key when designing the layout for your portal. Users shouldn’t have to scroll or navigate extensively to find what they are looking for, nor should it take them longer than a few minutes to locate the information they need.
Outlined information written in understandable, everyday language is essential to encouraging self-service and making your portal a success.
In addition, you can add a conversational AI chatbot to help users find answers quickly or to even resolve issues right from the chat.
While traditional chatbots have a stigma of not being accurate or the most helpful, conversational AI chatbots are different. While 76 percent of chatbot users report frustration with their current chatbot, a study from TeamDynamix and CIO.com found that when conversational AI chatbots are used, more than 61 percent of users could effectively resolve their issues without having to put in a ticket or contact support – that’s compared to only a 35 percent resolution rate when traditional chat is used.
Here are five key benefits of including a conversational AI chatbot on your service portal:
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:
Self-service has quickly become the norm, so having the right ITSM tool to support your portal and knowledge base is key.
So, how do you know your tool is the right one? To start, your ITSM software should offer an out-of-the-box self-service portal with a knowledge base (KB) that’s easily configurable and can be personalized with your organization’s branding WITHOUT any coding or scripting. In addition, the portal should be WCAG 2.0 AA compliant and fully accessible.
Here are four questions you can ask about portal and KB capabilities when evaluating ITSM vendors:
Crowdsourcing knowledge can be a fast and accurate way to build a knowledge base. There’s no question that KCS should be a valuable part of your organization’s ITSM processes, as it can help you quickly fill your knowledge base with accurate content.
Here are a few reasons why Knowledge-Centered Service can be so powerful:
By adopting KCS, you can not only improve customer satisfaction but dramatically reduce the per-incident cost incurred by IT (from about $22 for a level 1 support call to $2 for self-service); and reduce the volume of issues and requests coming to the help desk, allowing IT to reallocate technicians to higher priority tasks and projects.
Want to see what stellar portals and knowledge bases look like? Here are some great examples from TeamDynamix customers: Stellar Service Portals.
©KCS® is a service mark of the Consortium for Service Innovation™.
This post was originally published in October 2016 and has been updated with new information.
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