One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three months, Self-Service went from 3% to 40%, and recently to 70%! How did we do it?

There’s a focus shift in Service Management from numbers to experience. We see this in the growing focus on XLAs and CX and other cool acronyms. It’s all about improvements in Service Delivery. What does this imply for you? What can you do to get up to speed fast to improve the customer experience?

Making the most of self service will save you work. But you need to design the self service portal for your customers – not for yourself. Read our 5 tips.

Most IT-departments use a service catalog – few optimize it for their audience: the end user. Both department and user will benefit from more customer focus.