Establishing a service catalog strategy can help organizations build their IT service management setup in a balanced and efficient way. Service catalogs enable IT teams to maintain control over the applications and services that end users are able to leverage while still supporting the consumerization of IT movement that is sweeping through the enterprise. While gaining these capabilities is key, it is also incredibly difficult to gain these advantages without taking advantage of a self-service portal.
Self-service portals create incredible value by enabling users to take advantage of flexible IT resources, but organizations that want to take advantage of these capabilities need to move past the misconceptions that are out there.
Three of the most common misconceptions about self-service portals include:
1. Users Don't Want to Have to Think About Their IT Services
There are many enterprise leaders who think non-technical users are not interested in choosing which applications and services they want to leverage. This may have been true a few years ago when business users were generally content to assume that IT would provide them with the solutions they need. This is no longer the case. Instead, increased use of smartphones, tablets and other personal devices in the enterprise is leading to users wanting consumer-like functionality in the workplace. Workers want to shop around for the best solution possible.
A self-service portal gives business users the ability to pick and choose the right solutions for their needs, but out of a catalog of solutions that IT has made available.
2. It is Only a Secondary Consideration
Ok, so maybe a service catalog and self-service portal aren't as important as core service management modules like incident and problem management, but that doesn't mean that a self-service portal isn't an incredibly important tool. The consumerization of IT movement has created an environment in which many business users will look for their own solution if IT isn't providing it. This can lead to incredible risks and challenges, and a self-service portal gives users the freedom to find what they need without going outside the bounds of IT, making the portal an excellent risk management tool.
3. Self-Service Portals Just Give IT More Work
Setting up and maintaining a self-service portal alongside a service catalog can be a lot of work, but don't think it is little more than added effort for IT teams. Self-service portals include process automation tools that make the solution a major asset for IT teams, not just business users.
There are plenty of misconceptions out there about self-service portals, but organizations that look past those issues can find an incredibly beneficial solution.