Post on 06-Aug-2015
© 2015 Ayehu All rights reserved.
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 Nadiviguy@ayehu.comwww.ayehu.com
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