Just about every IT service desk has experienced at least one nightmarish incident. In most cases, these disastrous support tickets aren't the complex problems that require creative thinking to solve - those are the tasks that challenge you in a good way. No, ITSM nightmares are those incredibly simple, repetitive and boring support tickets that, for whatever reason, end up turning into time-consuming and annoying operations.
For example, one terrible day on the service desk may involve a user who simply refuses to follow basic instructions and comes to you with something like a simple application glitch, but won't restart his or her computer, try logging out of the app and opening it again, clear the web cache or - even worse - forgets login credentials and other key details during these processes. Having to hold a user's hand through these types of operations becomes nightmarish, and a self-service portal can go a long way toward helping you avoid such issues.
Self Service - Getting Disruptive Users out of the way
A self-service portal can give you access to the tools you need to create guided checklists and processes so users can resolve basic incidents on their own. If an employee manages to forget a password, he or she can run through resetting it via the portal, not the help desk. Suddenly, a nightmarish day where an overnight outage leaves dozens of users logged out of an app that they often leave running - and have thus forgotten their password for - is no longer problematic as those individuals solve the issue on their own, letting you focus on more important tasks.
Even if all of your users don't take advantage of self-service, you can use the technology to reduce the number of support tickets you get when simple issues come up and position your workers for optimal success.
Using Self Service to Alleviate Frustration
Some of the most annoying issues faced by service desk employees stem from repetition, not complexity. If you have a series of processes that your support team follows to try and resolve every ticket type, you need only put those tasks in a self-service checklist and instruct users to complete them before submitting a ticket and you can reduce the monotony facing your support workers.
Sometimes the simplest incidents can turn into nightmares for your support workers. Self-service portals can enable organizations to avoid these issues and save your staff from seemingly disastrous days.