Rich Attributes and Costing Drive Self-Service
Creating well-defined Service offerings with options and packages that customers want - presented in a simple, beautiful and complete user experience creates an end-user that is largely self-sufficient and more productive.
Such an approach benefits IT as much or more than the customer. IT is able to package 3-5 attractive choices for the customer that can actually meet 70-80% of the demand. Then since the demand is consistent and productized, the work can be significantly or even entirely automated based on customer self service selection. Further – IT has two powerful levers - costing as well as lead-time, to proactively lead the customer to the organization’s preferred choice
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" Service Catalog vs. Request Portal: 6 Characteristics That Set Them Apart."
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About the Author
Don Casson is CEO and co-founder of Evergreen Systems, an IT consulting firm leading
Fortune 500 companies to dramatically transform their IT operations. Feel free to contact Don at