ITSM Advice: Getting Self-Service Right and Increasing Adoption

Presented by

Stephen Mann, Principal and Content Director, ITSM.tools

About this talk

Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability. Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not. This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live. In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.

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The consumerization of IT, BYOD and changing service delivery models are driving organizations to transform their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives. Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency. Some sessions will be approved for Personal Development Credits.