Think about the last time you had to deal with a live person during some type of day to day transaction, whether it was making a withdrawal at the bank, scheduling a delivery or even checking out at the grocery store. Self-service portal options have become an integral part of our everyday lives, so why should the IT department be any tasks that can and should be handled through a self-service portal, you’re missing out and falling behind.
The way IT once handled incoming service requests typically required a long string of painful manual tasks. For instance, an end-user runs into a problem (let’s say he or she needs a password reset). A help desk ticket is opened, which is then directed to someone in the IT department. The ticket is assigned and opened by IT personnel and the task is manually completed. The ticket must then be closed and the end-user notified that the request has been fulfilled.
Sadly, in many cases (such as our example of a password reset), the incoming request was for something that could easily have been automated to avoid all of this hassle. Wouldn’t it make more sense to have an automated process, initiated through a self-service portal, through which the end-user could immediately resolve his or her issue, completely eliminating the need to open a ticket and wait for response/resolution? This saves everyone time and aggravation.
The time-savings is only the tip of the iceberg, however. There are many more benefits of automating a self-service portal, many of which can impact the bottom line of the business as a whole. These benefits include:
- Optimizing resources
- Reducing service tickets/calls
- Eliminating errors
- Enhanced visibility and reporting capabilities (for compliance purposes)
All of these things can help IT service providers to lower their total cost of ownership (TCO), something the “powers-that-be” are always happy to see. What’s more, a quality automation tool can provide much more concrete, quantifiable results to demonstrate return on investment (ROI), a task that was once quite challenging to do. This allows IT leaders to access and better allocate funds to optimize operations. It’s a win-win!
Automating standard IT services and applications through a self-service portal just makes sense and it’s becoming a part of most business’ everyday operations. No more relying on busy, overworked IT staff to handle mundane tasks and risk costly delays or mistakes. Now, the end-user is empowered to independently resolve problems on his or her own while automation ensures a speedy and flawless workflow. Meanwhile, IT personnel are freed up to put their valuable skills to work elsewhere.