Gartner Research

Design IT Self-Service for the Business Consumer

Published: 19 February 2014

ID: G00258742

Analyst(s): Chris Matchett

Summary

The majority of IT self-service deployments are not designed with the end user in mind. IT organizations should employ the same self-service techniques consumer service providers use to increase uptake and satisfaction levels.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Engage the Business to Determine Appetite, Aptitude and Expectations for IT Self-Service
  • Identify Genuine Opportunities for IT Self-Service
  • Use Analogies From B2C Self-Service to Develop an IT Self-Service Strategy
  • Assign Resources Promote, Familiarize and Incentivize the Business in the IT Self-Service Experience

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