Many IT organizations see employee self-service as a ‘knight in shining armor’, ready to solve all their service desk issues in one quick project.
However, for many organizations, their investment in self-service often results in a white elephant rather than a white knight, i.e. it’s a possession that is useless or troublesome and which soaks up money and other resources without delivering much return on the investment. A self-service white elephant typically has low rates of adoption and utilization – often due to an overemphasis on the technology.
Sadly, these suboptimal self-service projects are a common issue, and consequently my good friend Stephen Mann and I are running a free webinar this Wednesday, July 22 that will offer practical tips for self-service management success, based on what some organizations have done to get self-service right.
We’ll show you how these organizations have succeeded, by:
Here’s a quick overview of what we’ll be covering.
The main beneficiary of self-service is the business people who need to engage with, and rely on, IT but there are also benefits for the service desk and for the whole of IT.
We will outline how the customers and end users will benefit from employee self-service through:
Whereas the IT organization will not only benefit from happier customers, they will also benefit from employee self-service through:
So that’s some of the upside we’ll cover, but self-service is a game of white knights versus white elephants. The benefits are there to be won – but IT organizations need to ensure they don’t end up as the owner of a white elephant, a self-service capability that nobody wants and nobody uses.
In the webinar, we’ll go into the detail of where organizations commonly fall down with their self-service initiatives, and the best practice that should be adopted to dramatically increase the chances of self-service success. For example:
This blog is just a tease for the webinar. It’s a mere 600+ words compared to the free 5000+ word “Self-Service to the Rescue” white paper that can be downloaded while you listen.
So please listen in to hear us talking about all this, in far greater detail, as well as:
Please join us for our webinar on Wednesday, July 22 – we don’t think you’ll regret it, that is unless you’re a fan of white elephants.
It’s about time that IT organizations viewed self-service as a capability not a technology – come hear how to do it.