Gartner Research

Design IT Self-Service for the Business Consumer

Published: 04 October 2017

ID: G00340706

Analyst(s): Chris Matchett


The majority of IT self-service deployments are not designed with the end user in mind. This research describes how I&O leaders can employ within enterprise IT the self-service techniques that consumer service providers use to increase uptake and satisfaction levels.

Table Of Contents
  • Key Challenges



  • Engage the Business to Determine Appetite, Aptitude and Expectations for IT Self-Service
  • Identify Where IT Self-Service Can Have the Greatest Impact
  • Use Consumer Service Experiences to Develop an IT Self-Service Strategy
  • Promote, Familiarize and Incentivize the IT Self-Service Experience

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