How a Stanford Ph.D. Would Approach Self-Service
People in your organisation are probably not using people using self-service as much as you’d like them to? So how do you get them to change their behavior?
Could the Future of IT Self-Help Be Intelligent Self-Service?
The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
Technological Improvement Needs More Than Technology
In order to deliver the new, required level of service & support, IT departments need turn to technology to help. But which technologies can help? And how?
8 Tips for Self-Service Success
There are a number of other opportunities to increase the odds of self-service success, here Simon Johnson of Freshservice discusses his eight tips.
How Artificial Intelligence Improves Customer Service
The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?
Is Your IT Organization Actually Ready for Self-Service?
Simon Johnson explains how “LZS” can aid IT organizations, helping them to understand their level of preparedness for launching self-help and self-service.
Who Has Adopted Which ITSM and ITIL Processes?
Stephen Mann queries if we can ever be 100% sure of anything purporting to be a true picture of adoption levels of ITIL processes without a global survey.
An ITSM Holy Grail – High Self-Service Adoption Levels
Getting self-service right isn’t just about “getting self-service right.” Here Simon Johnson explains more, along with tips for self service success.
To Drive Self-Service Adoption – Think Like A Growth Hacker
By using the principles of growth hacking, you can align your self-service model as closely to the business as possible. Here we explain in more detail.
14 Ways to Streamline and Improve Your Customer Support
This is a high-level overview of 14 opportunities to improve your customer support, with a focus on the bigger picture of service desk improvement.