Self-service is great when the end-users of the thing actually like what IT delivers them. Achieving this requires more thought that one might expect. In a post at his blog, Joe the IT Guy shares eight tips for IT to get started with self-service:
- Learn from the mistakes of failed self-service initiatives.
- Understand what self-service is.
- Think of self-service as a capability rather than a technology.
- Get meticulous about self-service project scope.
- Don’t do self-service only to save money.
- Win over stakeholders on self-service benefits.
- Involve end-users from the outset.
- Focus on customer experience.
Much of good self-service is built on top of the ashes of past failed self-service endeavors, whether in your business or looking externally. Mourn the dead, but more importantly, learn how to keep everything alive this time around. Starting out, Joe says to realize that self-service means more than having an available service catalogue. Self-service can actually mean a variety of different capabilities, like “Status updates on outstanding tickets” or password resets, depending on the need.
When it comes to scoping out the project, take on just enough work that there will be inarguable benefit from the functionality added. Taking on too much work too soon is risky, and taking on too little work will kill end-users’ enthusiasm for the project. User willingness to engage in self-service is critical, or else cost benefit will never be realized from making it available. Customer experience and satisfaction must be at the forefront of the project to make it successful.
About selling benefits of self-service to all stakeholders, Joe offers this list of people included:
- End users, with whom it’s essential to consult with throughout the project. This will help to ensure that the solution you deliver is going to meet their needs.
- Customers – your customers are responsible for defining and agreeing on IT services (as well as paying for them). They can help ensure that you prioritize the needs of the correct end users.
- Service desk, technical support, and application support, who will help to prioritize what capabilities to include in early phases, and what can be left until later.
- IT service management (ITSM) process owners, as self-service will most likely have a knock-on effect on how IT is managed within your organization.
For further insights, you can view the original post here: http://www.joetheitguy.com/2016/08/17/15-tips-getting-started-self-service-part-1/