IT Governance

7 More Tips for Getting Started with Self-Service

Joe the IT Guy is back with more tips for introducing self-service into IT and the business as a whole. When all business functions operate with the ease of going through the self-checkout lane at Walmart, everyone will be happy. Well, maybe minus the Walmart part.

Seven Self-Service Starters

  1. Plan ahead for future non-IT use.
  2. Exploit automation wherever possible.
  3. Appreciate the value of knowledge.
  4. Continue to offer choices.
  5. Review the status quo.
  6. Don’t overlook organizational change management requirements.
  7. Encourage end-users to adopt.

When self-service works out great for IT, users are going to want to start seeing that functionality in other aspects of business too. Optimistically plan for this from the beginning, building functions that are agreeable to modification. Another tip Joe offers, perhaps his least surprising one, is to take advantage of automation. Wherever workload reductions, efficiency gains, cost savings, and service improvements are possible, look to see if automation can help.

Good self-service ultimately exists on top of a foundation of good knowledge management. A culture of knowledge management should pervade, and recording and distributing knowledge should be thought of as integral tasks. Additionally, when self-service is implemented, make sure that it does not replace one type of inconvenience with another. For instance, self-service may not be the ideal way for a user to solve certain problems, and forcing the user to go through that channel anyway could be hazardous. Offer other choices.

About reviewing the status quo, Joe says this:

Self-service will change the mix of issues and requests hitting the service desk, so it’s also important to spend time assessing the suitability of existing service desk targets and maybe the metrics themselves. For instance, with self-service hopefully addressing many of the simpler tickets, will first contact resolution still be a suitable metric for what will be on average more complex tickets being dealt with by service desk agents?

Then you just have to sell people on the change and manage it, which, granted, can be a big task all by itself. You can view the original post here:

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