Self-Service – A Free Tools Forum for Members

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.

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