Webinar – How to increase customer adoption of digital tool and portals

For many IT support and service management teams, the use of front-end ‘portals’ and self-service catalogues is seen as a panacea to drive down the volume of calls and emails received. Such systems are designed to streamline routine tasks such as password resets, while increasing service availability through 24×7 operation. When they are designed well, automated tools improve the service options available to users, empowering them to report and track incidents directly, while releasing specialist IT staff to provide additional support with more complex issues via other channels.

But how successful have self-service portals been to date? Are we designing them in the right way to give customers the best possible experience? After all, there is no point in having a great portal if hardly anyone uses it. If there is too much focus on reducing cost or managing the resources of the IT organisation, this can significantly reduce the benefit of the tool. Design and configuration are key to the way that portals will be used, and every aspect of the end-to-end service experience must be carefully planned and tested.

This session discusses elements of UX/CX design, customer journey mapping and experience management, as well as how to ensure that your portal is successful.

Presenter

A past Board Member of itSMF UK and a Service Management Consultant since 1994, Barclay Rae is part of the ITIL 4 Lead Author Team, lead editor of the CDS book, co-author of the ITIL Practitioner Guide, an SDI associate and auditor as well as SDC standards co-author. He is a well-known and popular presenter on all service management related themes.

Delivery Platform

This webinar will be delivered using the ClickMeeting platform (technical requirements).

How much does it cost?

This event is FREE for all itSMF UK members.

If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.

Please register using the link below and access details will be sent to you 48 hours before the webinar start date. A recording of the webinar will be available here 24 hours after the live event.

REGISTER NOW!
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