Self Service IT

What is a Self Service System?

A self-service portal is a website, consisting of self-service and self-help functions, that enables and empowers the consumer to request services, find information, and register and resolve issues.

A self-service portal can be thought of as the “electronic front door” to the IT organizations’ “store”, from which the consumer can obtain products and services.

From simple administrative functions such as resetting passwords and reporting incidents, to more complex actions, such as downloading software and taking corrective actions in response to issues, a well-designed self-service portal is invaluable to a consumer community that is "always on, always connected."

Facts:

• 90% of consumers expect an organization to offer [a] self-service portal
• 73% of consumers want the ability to solve product or service issues on their own
• 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs.

What should be included in a Self Service System?

The goals of an IT self-service portal are great customer experience, reduced costs, and improved productivity. To achieve these goals, the following should be included in a top-notch portal:

a. Searchability

b. Tutorials and videos of solutions

c. Tracking and status updates via the web and email

d. FAQs and a configurable knowledge base

e. Intuitive UI

f. Accessible by multiple devices

g. Communication tools such as chat, forums, and social tools

h. The ability to perform level one functions, such as a password reset

i. Analytics and dashboards

j. Knowledge base rating system

IT Self Service Functionality Checklist:

The goals of an IT self-service portal are great customer experience, reduced costs, and improved productivity. To achieve these goals, the following should be included in a top-notch portal:

a. Standard and configurable request forms, metrics/dashboards, processes, interface, and navigation

b. Tracking and status updates via the web and email

c. FAQs and configurable knowledge base that answers common questions

d. Communication on service additions or changes

e. Self-service password reset or recovery

f. “How-to” tutorials or videos for self-discovered solutions

g. Engaging and intuitive interfaces/navigation for ease of use

h. Multi-device accessibility, including mobile

i. Business intelligence and analytics

j. Chat, forums, social capabilities, and communication tools

k. Searchability

l. One-click requests

m.Ability to automatically identify user and equipment

Designing a Self-Service Portal:

Designing a self-service portal is not just about having the consumer log their own ticket. It’s not just about having the consumer perform the tasks traditionally performed by a service desk agent.

A self-service portal is about delivering a positive consumer experience with the service provider via an easy-to-use interface. However, before designing and delivering a self-service portal, the fundamental building blocks must be in-place.

The first of these building blocks is the defining of a service request catalog. The service request catalog depicts what products and procedures are provided by the service provider. This would include items such as password resets, system access, laptops, smartphones, and other consumable items provided by the service provider.

For each item in the service request catalog, request models must be defined. A request model is the set of actions that are executed to deliver the object of the request. By defining request models, not only will the actions to deliver the request be repeatable and consistent, but it will facilitate automation of the request.

Example for Designing a Self-Service Portal:

A “password reset” request model might look similar to the following:

a. Confirm user identity

b. Confirm user access rights

c. Confirm userid

d. Login to the system using a privileged account

e. Reset user password to random value using password generator tool

f. Capture value of newly generated password

g. Set user password to expire upon next login

h. Logout of system

i. Communicate new password to user

Knowledge articles must be developed and published as part of the self-service portal offering. Well-written knowledge articles, written in the context of the consumer, are a critical aspect for enabling self-help.

User experience maps must be developed. These maps define the consumer experience with the portal, from initial access through issue resolution. Developing these maps not only help identify and avoid any consumer “dead ends,” but also help ensure that the consumer has a positive experience in using the self-service portal.

Methodology, Advise, Design Criteria for Self-Service:

First the advice:

a. Have a strategy?

b. Be very clear on why self-service is being developed.

c. Establish a vision – who is the audience, establish goals and define success, and measures.

d. Have a continuous improvement process.

Design Criteria:

a. Findability – Findability is driving by context, structure, and rich environment statements.

b. Completeness – Most of what we know that is self-serviceable, needs to be available quickly.

c. Access – Access to self-service is integrated into the user interface and is context sensitive for where we are in the product.

d. Navigation – Navigation must be intuitive and aligned with the requester’s intent. Navigation should provide for both browsing and searching and ensure a smooth way to transition from self-service to assisted support.

e. Marketing – A marketing plan is required for self-service. The service provider must take explicit actions to get requester to use self-service.

Benefits of Self-Service:

Both the consumer and the service provider benefit from the implementation and use of a well-designed self-service portal. We shall think through the below shall be the benefits of a self-service portal:

a. Consumers are taught new skills, not just about solving the immediate issue, but also know-how and tools to solve their own problems going forward.

b. Consumers improve their knowledge of the products and services provided by the service provider.

c. Intuitive self-service allows the service provider to personalize the consumer’s experience with the self-service portal. This allows the consumer to be addressed by name as well as track previous areas of concern. This in turn helps the consumer find what they need more quickly or revisit previous issues.

d. The service provider can keep a record of what services are being used by a consumer and only display topics of interest that will be relevant to that consumer. This will help the consumer feel like they are getting individualized attention.

e. The better the self-service portal, the more positive the consumer experience. The more positive the consumer experience, the less likely the consumer will have to turn to more expensive support channels (such as telephone support) for assistance.

f. A successful self-service portal strengthens the consumers’ opinion of the company overall.

Challenges with Self-Service in Today's World:

Providing a self-service portal is a decision not to be taken lightly. There are a number of challenges that come with delivering a self-service portal:

a. Lacking a ‘Personal Touch’ - Consumers need to feel that they are being heard and that their issues are important to the service provider. A poorly designed self-service portal may cause the consumer to feel less valued and alienated by the service provider.

b. Poor Design - poorly designed, the self-service portal could be difficult to navigate and result in the consumer becoming frustrated and forming a lower opinion of the service provider

c. Availability and Credibility of the Portal - The self-service portal must be “always on” and “always up-to-date

d. Determining the True Benefits of the Portal

e. Providing Assisted Support

f. Organizational Change - Educating and encouraging consumer use of the self-service portal must be a formalized and on-going effort.

Future of the IT Self-Service:

The traditional ways of obtaining assistance create frustration and time delays. Nobody wants to wait for service. The demand for instant customer service creates both headaches and opportunities for IT departments.

The IT self-service portal should not only serve as a source of knowledge, but also a place that anticipates consumers’ needs before they arise. This is much easier said than done, with the IT department at the forefront. IT departments must now provide engaging customer-focused communication and support. IT departments will dictate the dialogue in this category, and it will be interesting to watch the once “if it is not broke don’t fix it” department become a consumer-focused driven department.

Key Message:

The self-service portal cannot be a “technology project.” It’s all about making support easier for the consumer. Showing and demonstrating the business value of the self-service portal is key.

Involve end-user stakeholders in the design of the portal. After all, it will be the end users who will be using the self-service portal. Getting them involved early on not only helps with design issues, it also drives “buy-in” to the solution.

A self-service portal is not a “fire-and-forget” project. A self-service portal, if not properly maintained and continually improved, soon will become useless and a dissatisfier to the consumer.