Self-service

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

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.

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

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.

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?

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.

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?

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.

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.

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?