Self-service portals can be an invaluable tool for support teams, even if only because they leave service desk workers with fewer tasks to deal with. In the end, a good self-service portal represents the overarching purpose of the service desk - to support business users by resolving their technology issues as quickly as possible. With that goal in mind, a good self-service portal needs to help users find answers to their questions quickly and easily.
A few tips to help you get started in this process include:
1. Keep it Simple
You want users to be able to quickly and easily get the information and support they need. As such, you need to make sure the self-service portal presents information simply, is easy to navigate and is responsive. The goal is to help users deal with their own issues instead of going to the service desk, so you need to make sure the self-service process is easy enough to keep users from going back to filing tickets for basic concerns.
2. Don't Neglect Reporting
Make sure the self-service portal gathers data pertaining to the incidents users resolve on their own. This information can play an instrumental role in helping service desk teams identify underlying problems, making reporting a key component of the system.
3. Make Sure Users are on Board
The consumerization of IT movement and similar trends are creating more comfort with IT among non-technical enterprise users, but that doesn't mean everybody is going to be ready to handle their own incidents instead of filing a support ticket. Internally marketing the self-service portal to users can help them get excited by the solution and make them more likely to embrace the potential gains it offers.
4. Be Ambitious
With process automation as a realistic option within the self-service portal, there is no reason not to be ambitious about the types of incidents you have users solve for themselves. You can also expand the portal beyond IT services and use it as a conduit for communication with facilities teams, accounting and other business units, giving users a centralized way to get support and help themselves.
5. Be Ready for Mobile
Widespread mobile device use is among the greatest challenges facing support teams who will need to deal with device diversity in enterprise environments. Making sure the self-service portal is optimized for mobile devices can go a long way toward alleviating these concerns and easing the burden on support teams.
A good self-service portal can create considerable potential for organizations, and following these tips can help you get off to a good start with a solution.