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.

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.

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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.

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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.

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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.

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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?

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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.

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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?

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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.

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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.

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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?

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Airport Self service principles applied in IT

What IT organizations can learn from service failure at airports

Your service desk likely won’t be affected by snow storms or a pilots’ strike. But you can still learn from self service failure in the airline industry.

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What is ESM, and what is its value for your organization?

ESM, or Enterprise Service Management, means working together with service departments such as IT, Facilities, or HR. Read how it benefits organizations.

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ITIL Service Lifecycle

What happened to the ITIL service lifecycle in ITIL 4?

Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.

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