DWS Service Desk Rescue Series: The State of IT Self Service: Successes, Struggles and What's Next

May 13, 2022

DWS Service Desk Rescue Series: The State of IT Self Service: Successes, Struggles and What's Next

Self-service is essential for many digital transformation initiatives, but it's not always easy to implement. The promise of self-service is a seductive one. Proponents say that it can lead to "better, faster, cheaper" outcomes for organizations. But what does that look like in the real world? How have organizations fared with implementing self-service capabilities, and what sets apart those successful from those who struggle?

In this blog post, we look at the state of IT self-service and explore some of the successes and struggles that organizations have faced. We also look at what's next for self-service in the age of digital transformation. Stay tuned for more on this topic!

Self-service is often seen as a way to "shift left" and reduce the burden on IT service desks. The idea is that if end-users can help themselves, then they won't need to contact the service desk as often. This, in turn, should lead to faster resolutions of issues and requests. And while this can certainly be true in some cases, it's not always the panacea that it's made out to be. Self-service can often create more work for IT teams if it's not implemented correctly.

One of the biggest challenges with self-service is getting end-users to use it. This can be a difficult task, especially if the self-service portal is not user-friendly or if it doesn't offer the right mix of services and capabilities. Another common challenge is that self-service can create more tickets as end-users try to figure out how to fix their issues. This can create more work for IT teams rather than less.

Despite these challenges, many organizations have successfully implemented self-service and reap the benefits. These organizations often have a few key things in common:

- They make sure that the self-service portal is user-friendly and offers a good mix of services and capabilities.
- They promote the self-service portal to end-users and make it easy to find and use.
- They provide training and support to end-users on using the self-service portal.

What's next for self-service? As organizations continue to digitize and automate their operations, self-service will become even more critical. IT teams will need to ensure that the self-service portal is user-friendly and offers the right mix of services and capabilities. They will also need to continue to promote the self-service portal to end-users and make it easy for them to find and use. And finally, they will need to provide training and support to end-users on using the self-service portal. Self-service can be a powerful tool for organizations of all sizes with these things in mind.

Do you have experience with IT self-service? Share your thoughts in the comments below! And stay tuned for more blog posts on self-service and other digital transformation topics.


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