Self-service

Automated check-in kiosks, supermarket barcode scanners, and online banking – we can’t imagine a world without self-service any longer. But self-service isn’t limited to shopping or banking only. Implementing self-service at the service desk improves overall efficiency and makes for a better customer experience.

Self-service – some common questions answered

Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.

Read more
Digital self-service

Digital self-service at your service desk

How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.

...

Read more
Getting on the right track with Shift Left

What does Shift Left mean for ITSM?

The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.

...

Read more
Self Service Promotion tool on display

Using Cialdini’s 7 principles on your self service portal

How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.

...

Read more
Self-service stress at Dr Seuss’ service desk

Self-service stress at Dr Seuss’ service desk

After a self-service implementation, it’s never easy getting your customers to use your self-service features. Sometimes it’s even harder than getting people to try green eggs and ham. Welcome to Dr Seuss’ service desk.

...

Read more
Getting on the right track with Shift Left

What is Shift Left and how does it work?

In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Lift. What is it? And how does it help you improve your service delivery?

...

Read more
Self Service Promotion tool on display

How to successfully promote your Self-Service Portal

You’re about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve customer experience and lower costs at the same time. However, for that to happen it’s obviously important that your customers use it. Communicate the ease of a self-service.

...

Read more
Employees using digital knowledge base

4 steps to boosting Self-Service uptake

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?

...

Read more
Self service building better forms

Building a good Self Service Portal in 5 steps

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.

...

Read more
Digital self-service

4 steps to a more user-friendly Self-Service Portal

One of the most common questions we get is how to ensure users actually use the SSP. A part of the answer is having a portal that users want to use.

...

Read more
Self Service Promotion tool on display

3 IT Self-Service Portal Best Practices

Nowadays most users expect to find a portal with answers to their problems, but how can you make sure that you’re making best use of that portal?

...

Read more

You might also be interested in

Why customers expect more from services and what it means for your IT department

Customer expectations of IT services are at an all-time high. And they’re only increasing. Read this blog to find out why.

...

Read more

The 3 biggest advantages of modern ITSM tools for your service desk 

Discover the 3 biggest advantages of modern ITSM solution for your IT service desk. ITSM tools improve efficiency and empower your end-users.

...

Read more

Why you should use ITIL as a framework – not a set of rules

ITIL is a framework, not a rigid set of rules. Find out why you should be flexible about ITIL and other frameworks.

...

Read more