I want you to imagine a scenario where you are working from home due to the Lockdown regulations in your country. Suddenly, your VPN isn’t working and you are unable to send any emails from your mailbox. Realizing you have an important mail to send to your customer in next two hours, you try calling the IT helpdesk but it takes time to connect to them as they are also working from home. Once you are connected to them, your ticket is assigned and it took almost two hours for the associate to address your issue which was a simple re-boot of your system. By this time, the email you need to send to your customer is already overdue.

Typically, if you were working from your office building, you would be calling the IT helpdesk and they would have raised a ticket to solve this issue in a matter of minutes. Now, the interaction you made with the IT helpdesk associate took more than an hour, the cost of calling to an IT helpdesk associate is about $10 but the fix given was a simple reboot. Although your issue was critical, the same IT helpdesk associate could have been put to better use to solve more business-critical issue during this time. For such scenarios, Self-Service option comes handy and reduces the dependency on IT helpdesk.

Potentials of Self-Service Portal

Similarly, in another scenario where your laptop charger has stopped working and your meeting is due in a couple of days where you are supposed to share your desktop screen with others, you are likely to miss the meeting by the time a new Laptop Charging adapter arrives if Self-Service isn’t adopted. If you had explored the Self-Service solution in an Enterprise Service Management, this scenario would have been solved by yourself. In the Self-Service portal, you can raise a ticket regarding a faulty laptop charging adapter and in-turn the system would prompt you to order a new laptop charging adapter from Service Catalog. The new laptop adapter would reach you in a day and you can happily attend the meeting.

Furthermore, the most vital self-service option to explore is, functionality of chatbots. Chatbots are an effective way to help you adopt self-service and it an solve up to 92% of your IT related issues. Chatbots are a quick and responsive method to address the issue with minimum human interaction and takes lesser time than a typical human interaction. But most of us prefer to be served by humans and embrace human interaction as it involves sensory projections. If you think that chatbots are not effective and doesn’t work for you, you can still have a human interaction without even calling the IT helpdesk team to solve the issue.


ServiceNow Self Service Portal

Self-Service management

By choosing the peer group help and referring to community posts in knowledge management, you can still get a human help for the issue and at the same time you are adopting Self-Service as well. Let me give you a picture of how peer groups work. The issue might not be new and there may be history of such cases being addressed by the former associates. You can learn from the community posts and try fixing the issue by your own. Going by this approach, you are reducing about 30 work hours, saving a $11 phone interaction and are likely to less dependent on the IT helpdesk team for your future IT issues.

Consequently, when you update the community posts and knowledge management, peers make an effort to follow and you create an aura of Self-Service adoption. Now that you are ready to adopt Self-Service in day-to-day work, have you wondered why your peers are reluctant to adopt this practice? The answer to this question would be a multi-faceted one. Many employees have an inertia toward adopting Self-Service and this inertia makes them skeptic about Self-Service adoption. Moreover, many employees need to be educated on Self-Service option, as they are unaware of its benefits and end-up calling the IT helpdesk. This could be as simple as an awareness video from the IT infrastructure team to facilitate Self-Service.

We are now sure that Self-Service adoption is a great way to cut costs, reduce dependencies and resolution time. Aspire systems’ approach to Self-Service adoption in ServiceNow Service Portal has been time tested. Our unique Self-Service adoption methodology and roadmap has led many organizations to unlock the benefits of Self-Service adoption in ServiceNow Enterprise Service Management. To know more about our ServiceNow Self-Service adoption methods and best practices, check out our whitepaper on Why Self-Service adoption is important in Enterprise Service Management?

Ramji Yagnashankar