5 Reasons IT Should Provide End-Users With Self-Service Capabilities

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5 Reasons IT Should Provide End-Users with Self-Service Capabilities

starting at

11:00am EDT / 8:00am PDT

Today’s webinar will be presented by:

Guy Nadivi

Dir. Bus.

Dev.

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Tom Melnik

Professional Services Manager

What’s Driving Demand for Self-Service?

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According to Gartner, we are in an emerging era of the business consumer, which is leading to more demand on IT for self-service.

• Mobility• BYOD• Cloud• Social

Notable Stats

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• IT self-service can address close to 50% of contacts made to the IT service desk, but just 34% of IT organizations currently use IT self-service.

• An additional 40% of IT organizations are planning to implement self-service over the next 18 months.

Gartner #G00272635

Why Provide End-Users with Self-Service?

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"Too many self-service capable processes are being handled by Level 1 technicians, and that's the #1 challenge in the I&O market right now.“

- IT Operations Research Analyst

Reason #1

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Improves Business Users Productivity

• They’re used to self-service in their day-to-day lives

• They often prefer self-service

• Eliminates delays in current IT processes

Reason #2

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Reduces IT Service Costs

• Self-service especially effective for standard requests/canned transactions

o Password Resetso Account Unlockso Resource Provisioning

Reason #3

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Reduces Service Desk Request Queues

• Level1 / Level2 / Level3 technicians are overwhelmed right now

• Hiring more technicians is not scalable & not a good option

Reason #4

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Improves IT Asset Utilization

• Leverages automation to handle numerous self-service requests/tickets in parallel

• Allows for more transactions/requests to be handled per hour

• Ultimately lowers resource cost per transaction

Reason #5

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Improves IT’s Meaningful Contribution

• Frees up valuable resources from working on routine, repetitive tasks

• Makes those valuable resources available to work on more important, more complicated, strategic tasks

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Self-Service Demo

Any Questions?

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© 2015 Ayehu All rights reserved.

Please send any follow up questions to:

Guy [email protected]

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