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Self Service

Digital self-service at your service desk
By Sumit De on February 27, 2020

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Self Service

What IT organizations can learn from service failure at airports
By Suzanne Peet on December 19, 2019

Does all this rain and cold make you feel like heading for warmer climes? Or are you planning on visiting family in distant parts during Christmas? Chances are you’ll be travelling by...

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Self Service

Using Cialdini’s 7 principles on your self service portal
By Leo Kranenburg on June 13, 2019

The number of visitors to your self service portal is a key element in measuring its success. Even the best-designed portal is a failure if customers don’t use it. So, how do you win...

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Self Service

4 tips for a successful digital service catalogue
By Gökhan Tuna on March 14, 2019

In my previous post I explained how to approach building and maintaining your service catalogue in an agile way. This time, I’ll dive into the question: How do you apply the Agile...

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Self Service

Self-service stress at Dr Seuss’ service desk
By Niek Steenhuis on March 7, 2019

Getting your customers to use your self-service features is never easy. Sometimes even harder than getting people to try green eggs and ham.

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Self Service

The top 5 self-service tips according to 120+ IT experts
By Colin Bassant on January 10, 2019

We asked IT experts from all around the globe about the state of their self-service. Our survey included questions such as: Through which channels do you receive most of your requests?...

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Self Service

This should be your #1 priority when merging service desks
By Sarah Bilton on December 20, 2018

Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key to shaping the various teams into one...

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Self Service

[Video] What is a service catalogue?
By Sumit De on November 22, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you to do your work better?

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Self Service

How to successfully promote your Self-Service Portal
By Ron van Haasteren on June 14, 2018

So you're just about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve the customer experience and lower costs at the same...

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Self Service

4 steps to boosting Self-Service uptake [Case Study]
By Jeroen Janssen on May 16, 2018

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...

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