Self Service and Self Help IT Not Fulfilling Potential
November 30, 2017

Rex McMillan
Ivanti

Share this

While self-service and self-help IT are in common practice, about half of organizations surveyed are still struggling with full deployment and realizing its value, according to a new report by Ivanti and the Service Desk Institute (SDI). Time restrictions, and lack of appetite from end users and enterprises, are key hurdles in achieving more deployment, according to respondents.

Analyzing responses from 25,000 service desk professionals, predominantly in the UK, the survey found that uptake of both self-service and self-help services has grown due to a need to improve user experience and save time.

While end user uptake has been slow because of a continuing preference for "human touch," respondents cited several major benefits of these services such as better user experience, reduced call volume, 24/7 support, and a better perception of the service desk.

Key findings of the report were:

■ 74 percent of service desk professionals use self-service (a 10 percent increase from 2013) and 58 percent offer their users self-help.

■ The largest motivation driving the implementation of both self-service (90 percent) and self-help (81 percent) is improving services to the end user.

■ Uptake on the end-user side is slow, with 83 percent of users preferring to call the service desk rather than use self-service, and 88 percent preferring to call the service desk rather than use self-help.

■ Respondents overwhelmingly claimed this was due to a preference for "human touch" (72 percent regarding self-service and 88 percent for self-help) but a lack of marketing awareness within the service desk could also be a factor (i.e. professionals are struggling to build an understanding of the role and value of these tools.)

■ The biggest obstacle to implementing both self-service (50 percent) and self-help (53 percent) within organizations is time, closely followed by a lack of appetite from end users and the business (43 percent self-help and 40 percent self service.)

Ollie O’Donoghue, SDI Industry analyst and author of the report, said, "As industry trends change and new generations enter the enterprise IT user base, the demand for self-help and self-service capabilities will undoubtedly increase. Both have an integral role to play in supporting the modern service desk, and organizations armed with the experience and knowledge of a vendor organization, and supplied with the right tools, will undoubtedly overcome the obstacles facing them when implementing these tools."

Self-Help Report Implications

This report raises a very important point – that the customer (and what they want) must be at the heart of any strategy. When developing any service management technology, it is imperative to make meeting business and user demands the priority.

Modern service delivery requires that stakeholders inside and outside of IT be continuously engaged. Solutions such as workflow automation and cloud-based or on premise deployment options enable IT to quickly configure solutions that can increase customer satisfaction.

In encouraging further use of self-help and self-service, organizations need to increase the efficiency of these tools so that the end user is satisfied with letting the "human touch" go. In parallel, more internal communications need to occur so that all stakeholders understand self-service and self-help will contribute business value to the organization.

Rex McMillan is Principal Product Manager at Ivanti.
Share this

The Latest

April 23, 2019

More than half (57 percent) of employees surveyed either don’t know (20%) or misinterpret (37%) the meaning of "digital transformation" according to a survey by YouGov, commissioned by Cherwell Software ...

April 18, 2019

A vast majority of organizations are still unprepared to properly respond to cybersecurity incidents, with 77% of respondents indicating they do not have a cybersecurity incident response plan applied consistently across the enterprise, according to The 2019 Study on the Cyber Resilient Organization, a study conducted by the Ponemon Institute on behalf of IBM ...

April 17, 2019

People and businesses today make mistakes similar to Troy, when they get too enamored by the latest, flashiest technology. These modern Trojan Horses work through their ability to "wow" us. Cybercriminals find IoT devices an easy target because they are the cool new technology on the block ...

April 16, 2019

Software security flaws cause the majority of product vulnerabilities, according to the 2019 Security Report from Ixia's Application and Threat Intelligence (ATI) Research Center ...

April 15, 2019

The majority of organizations (nearly 70 percent) do not prioritize the protection of the applications that their business depend on — such as ERP and CRM systems — any differently than how low-value data, applications or services are secured, according to a new survey from CyberArk ...

April 12, 2019

While 97 percent of organizations are currently undertaking or planning to undertake digital transformation initiatives, integration challenges are hindering efforts for 84 percent of organizations, according to the 2019 Connectivity Benchmark Report from MuleSoft ...

April 11, 2019

Companies have low visibility into their public cloud environments, and the tools and data supplied by cloud providers are insufficient, according to The State of Public Cloud Monitoring, a report sponsored by Ixia ...

April 10, 2019

Without improvement in time and budget constraints, the majority of tech pros (75 percent) say they will be unable to confidently manage future innovations, according to IT Trends Report 2019: Skills for Tech Pros of Tomorrow, a new report from SolarWinds. This reality ultimately puts businesses at risk of performance and competitive advantage losses, making the prioritization of skills and career development for tech pros paramount ...

April 09, 2019

Tech pros have one foot grounded in today's hybrid IT realities while also setting their sights on emerging technology, according to IT Trends Report 2019: Skills for Tech Pros of Tomorrow ...

April 08, 2019

This Thursday EMA will be presenting a webinar — Automation, AI and Analytics: Reinventing ITSM — covering recent research. There were quite a few surprises. And in fact, many of the surprises indicated a yet-more-positive outlook than we expected ...