eyeShare Self-Service Portal

eyeShare Self-Service Portal is a web-based solution that allows users to independently resolve problems without assistance from IT.  Self-service activities may also be fully automated without any IT personnel involvement, or semi-automated, with IT managers remotely approving procedures via SMS, email, or phone call.

Using the eyeShare Self-Service Portal, users can:

Unlock an Active Directory end-user account which was locked.

Reset an Active Directory password without any helpdesk assistance

Independently perform a range of IT tasks such as freeing up server disk space or restart Windows services

Why should a business offer their users a self-service portal?

According to Gartner, we are in an emerging era of the “business consumer”, which is leading to more demand on IT for self-service portals.  This requires IT to provide consumer-oriented, self-service support to create a more consumer-like workplace environment.

What’s driving the underlying “consumerization” of the workplace?

Again according to Gartner, mobility, information, cloud, and social are fueling the emerging era of the business consumer.  With computing power simultaneously increasing & shrinking, access to computing resources becomes very easy for just about anyone, especially with those resources being propagated to the cloud, further enabling the ability to compute on-the-go.

How many businesses are deploying self-service?

Gartner’s research shows that 34% of IT organizations are already using an IT self-service portal, with an additional 40% planning to implement self-service over the next 18 months.

How will my users benefit from self-service portal?

The biggest benefit to your users will be their ability to improve their productivity.  Users are already accustomed to self-service in many areas of their lives, like at the airport, ATM’s, gas stations, etc.  So self-service is nothing new to them, and in fact, many of your users would actually prefer (and enjoy) being able to do things on their own when they can.  Self-service portals allow your users to eliminate their dependency on IT personnel, which can also eliminate the delays that leave them frustrated.

How will offering a self-service portal affect my costs?

Not surprisingly, self-service portals typically reduce IT service costs.  Self-service is very effective for processes that are already standardized & routine, and where there’s no good reason to involve human interaction. For instance, password resets, account unlocks, and of course resource provisioning, like requesting a new virtual machine.  Automating these processes and giving them a self-service interface can yield substantial reductions in IT service costs.

How will self-service affect my service desk?

The most dramatic impact to your service desk will be a reduction in their request queues. In most organizations, the L1, L2, & L3 personnel are pretty busy, if not overwhelmed.  Providing self-service capabilities to your users will significantly ease the burden on your service desk staff, which will free them up to work on more challenging and more strategic tasks.  It will also alleviate the need to hire more service desk staff (who usually don’t come cheap).

Are there any other cost benefits to offering a self-service portal?

Yes, self-service can lead to an improvement in your IT asset utilization.  By adding automation & self-service, an organization can leverage its existing IT assets to process far more requests than they’re currently handling.  The greater volume of requests being handled translates into a higher ratio of transactions (or requests) being handled per hour.  When factored into asset utilization calculations, that will yield a lower resource cost per transaction.  In other words, better IT asset utilization than you’re currently experiencing.

Are there any intangible benefits from offering self-service?

Probably the biggest one for IT professionals is that offering self service capabilities allows IT to improve its meaningful contribution to the organization.  Manually resetting passwords & unlocking accounts is a necessary evil, but are there any IT professionals who consider that kind of routine, repetitive task to be meaningful?  Doubtful.  Your IT staff is a valuable resource, and providing self-service capabilities to your end users will free up that valuable staff to work on more important, more complicated, more strategic tasks.  This means you’ll get better utilization out of your staff, which is another kind of IT asset, and frankly, they’ll probably start enjoying their job a whole lot more.

Your organization need self-service portal.