The ultimate guide to IT self service implementation
Sanjeev NC
Marketing @ Stitchflow.io | Bootstrapping Supermeme.ai ($50k ARR) | MicroSaaS Builder | B2B SaaS Comedy
I'm sorry for the clickbaity title but I didn't know how else to get your attention!
“But why do you want me to raise a ticket through the portal when I can just tel you right now?”
If you've heard this line before, then it means your organisation suffers low self service adoption! I've seen numerous stats that indicate self service adoption as a huge problem for many organisations.
When I thought about it, I realise that there are no frameworks or guidebooks for self service implementation in specific. Maybe I haven't looked hard enough but I sat down to write one.
I've broken down the implementation approach into 4:
- Research
- Design
- Launch
- Iterate or Improve
There are specific activities that you need to do within these 4 buckets to have any chance of being successful with your self service implementation.
IT Governance & Audit | Technology Risk | Production Support | Team Management | Process Improvements | Project Management | Tech Standards (SDLC, Security, Operations, Data) | AI Enthusiast
6 年Let’s face the reality which is IT providers’ only goal is not customer satisfaction. But there are other things, though some of the below things mentioned directly or indirectly contribute to customer satisfaction. However, its definitely not going to be 100%. While designing self service portals or kiosks, one of the motives is to cut the costs. They also want the data to be come in a controlled channel so that it becomes convenient for them to perform various analytics.
Head of Health Records at University Hospitals Sussex NHS Foundation Trust
6 年This is the danger of getting your call pick up times too good, there seems to be a direct correlation between longer pickup times and portal use %