Delivering University Self-service for IT and Business

Services

Harvard IT Summit

June 5th, 2014

Matthew Wollman

IT Service Manager

HUIT, IT Service Management

Delivering One Harvard Self-Service Portal

• What is a unified self-service portal?

– Some Examples

• Why does Harvard need a unified self-service portal?

– What would Harvard’s unified self-service portal contain

• How do we create a unified self-service portal?

– Challenges and Recommendations

– Implementation Options

• When can we create a portal and what are the next

steps?

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What is a unified self-service portal?

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• One place for end-users to seek knowledge, request access, get

support for all university services.

• Not just IT Services but HR, Finance, Registrar, Facilities, etc.

• Now for some examples…

IT HR Finance

AA&DCampus

ServicesRegistrar

Example 1: ServiceNow Internal Portal

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Example 1: ServiceNow Internal Portal

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Example 1: ServiceNow Internal Portal

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Example 1: ServiceNow Internal Portal

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Example 2: Indiana University

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Example 2: Indiana University

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Example 2: Indiana University

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Example 2: Indiana University

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Existing Harvard Self Service

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Delivering One Harvard Self-Service Portal

• What is a unified self-service portal?

– Some Examples

• Why does Harvard need a unified self-service portal?

– What would Harvard’s unified self-service portal contain

• How do we create a unified self-service portal?

– Challenges and Recommendations

– Implementation Options

• When can we create a portal and what are the next

steps?

13

Why does Harvard need a unified self-service portal?

• A single service portal across all

services

– One place to request and track

– Easy to find what you need

– Raise customer awareness of

service offerings

– Access knowledge and

assistance

– Better customer service

– Imagine an automated

onboarding process…

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It’s not always easy to find the way

Why does Harvard need a unified self-service portal?

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– What would Harvard’s unified self-service portal look

like?

– What would be of the most benefit to our end users?

– What type of requests?

– Peer-to-Peer support?

– What about other support channels, i.e Chat?

– Self-Help Videos library?

– Service Descriptions?

Delivering One Harvard Self-Service Portal

• What is a unified self-service portal?

– Some Examples

• Why does Harvard need a unified self-service portal?

– What would Harvard’s unified self-service portal contain

• How do we create a unified self-service portal?

– Challenges and Recommendations

– Implementation Options

• When can we create a portal and what are the next

steps?

16

Challenges and Recommendations for Self-Service

• Self-service not designed for

users

• Designed with IT goals in mind,

not the users

• Internal service orgs have not

applied the same approaches as

successfully B2C and Retail self

service

• Assuming low levels of self-

service usage, and imply users’

unwillingness to use self service.

17Source: Gartner 19Feb2014

Challenges and Recommendations for Self-Service

• Stay focused on the outcomes

• Getting end-users input

– Surveys focus groups

– Keeping them included even

after development

• Identify frequent, routine issues

– Look at existing tools for

analysis

• Consumer self-service as

inspiration

• Work with a strong UX design

team

18Source: Gartner 19Feb2014

Implementation Options

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• Several tools are currently on the market

– ServiceNow

– Kinetic Request

– Coding our own

• Tools can generate tasks for fulfillment and approvals

– These can be tracked by fulfillment staff as well as the end-user who submitted

the request

• Portal can refer directly to other self-service tools

– IU example, or a link directly to webmail or PeopleSoft items

• Automation of simple tasks increases speed of fulfillment

– ServiceNow for example: Orchestration engine, REST, SOAP, Email

• To ensure use and feedback we need to have a strong plan to market the

portal

– Encourage use for all items and try multiple services

Delivering One Harvard Self-Service Portal

• What is a unified self-service portal?

– Some Examples

• Why does Harvard need a unified self-service portal?

– What would Harvard’s unified self-service portal contain

• How do we create a unified self-service portal?

– Challenges and Recommendations

– Implementation Options

• When can we create a portal and what are the next

steps?

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How soon can Harvard have a unified self-service portal?

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• We can start now!

– HUIT already starting this year with Employees Self-service using

ServiceNow

– Are working to expand existing request catalog

• Why couldn’t we start now?

• However, self-service portals are never completed, and would require

constant maintenance, monitoring, access management, etc.

– The portal would become a service unto itself.

Next Steps

• How many have self-service for their services? How many are

working on them or plan to?

• Plan a informal discussion session on how we can work on this as a

unified effort?

Thank you!

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Matthew Wollman

wollman@fas.harvard.edu

If you would like to get involved please contact: