Gartner Research

Your IT Self-Service Strategy Must Be Driven by Your Business Culture

Published: 11 June 2015

ID: G00272635

Analyst(s): Katherine Lord , Brian Manusama , Chris Matchett

Summary

I&O leaders are increasingly interested in IT self-service for support and request fulfillment, but often encounter lack of interest and engagement from business users. Identify the reasons for resistance in your organization and adapt your approach to achieve success.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Engage With Your User Community to Learn Their Preferences
  • Incentivize Business Users to Use IT Self-Service
  • Evangelize Self-Service Options
  • Delay IT Self-Service Until Your Offering Is Faster and More Engaging

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