ITIL clearly defines the difference between a request and a service – but it is most often ignored.  Software vendors and most IT organizations see the customer needs in one simplistic way – only from what the customer is asking them for – so they build self-service portals that try to organize hundreds to thousands of requests.  This is great – until the customer doesn’t know what to ask for - which is most of the time!

Is it any surprise customers don’t like request portals?  They are a waste of their time!  It would be like going to Amazon and seeing a one line text listing for each of 100 pairs of running shoes with a “click to buy” button – only useful if you already know exactly which pair to buy.  Otherwise it just makes you mad.

A SERVICE portal enables customer self-service by THINKING ABOUT THE COMPLETE CUSTOMER EXPERIENCE, like:

What is this?  How does it work?  When doesn’t it work?  How do I use it?  How are others using it? Is it good for me? Does it work with my computer?  What else is required? Does it work with other things I am using? What does it cost?  How long does it take to get it?  Are there other options that might be a better fit for me? Can I have it?  It’s not working – how do I fix it? 

If IT was smart, they wouldn’t like request portals either – because they don’t reduce IT’s work. 

Please join us* as we clearly explain the difference between service and request, and show how a service-centric mindset along with a few core components can lead to building a beautiful, complete self-service IT experience for your customers – while also significantly reducing the work of IT.  

Includes a demo of our constantly evolving view of a very advanced Employee Self-Service Portal & Catalog, built on ServiceNow. 

*Recorded live with Q&A session on August 22, 2018.