Self-service has long been a key area of focus for vendors of service management products. Putting the right tools and information in place to allow business professionals to solve their own technical issues, rather than having to pass them over to the service desk, offers a whole range of cost and staff satisfaction benefits and frees up scarce technical resources to focus on more deep-rooted problems.
Yet, according to recent industry research*, only 12% of organisations have received the expected ROI in self-service technologies. Why are so few businesses failing to realise the benefits?
Part of the answer is that any self-service strategy needs to be carefully planned, with very careful product selection, and users need to understand exactly how and when to use the tools at their disposal, and when to escalate incidents to the relevant specialist. Without these elements in place, a self-service approach is unlikely to be successful.
This free member event addresses these key issues, considers the best way to roll out self-service across the organisation, and reviews the tools that are currently available to help users help themselves.
|Facilitated by Stephen Mann, leading industry analyst at ITSM.Tools
09.00 – 09.45 Registration and coffee
09.45 – 10.15 Welcome and introduction, Stephen Mann
10.15 – 10.45 "Self-service portals - what good looks like," Marval
10.45 – 11.15 "Intelligent self service that your users will want to adopt," Ivanti
11.15 – 11.45 Coffee break and networking
11.45 – 12.15 "CMDB: useful tool or admin headache?" Mark Howell, Flexera
12.15 – 13.00 Lunch & Networking
13.00 – 13.30 "Transforming the employee service experience", Hornbill
13.30 – 14.00 Presentation tbc
14.00 – 14.30 Tea/coffee networking
14.30 – 15.00 "Shift Left into the fast lane," Frank De Schepper, Axios
15.00 – 15.30 Q&A, Stephen Mann and speakers