Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti. This is a product review of the Ivanti Service Manager, formerly HEAT, and now Neurons for ITSM products.
One of the most under-utilized features of Ivanti Service Manager (HEAT Call Logging System) is the Self Service Portal.
Some organizations are hesitant to roll out Self Service, other companies simply don’t know where to start, and then there is the huge price tag from Ivanti Business Partners that lack consultative approach and are prone to utilize scope of work templates and cookie cutter ivanti implementation project plans that under-utilize Self Service.
What are the benefits of Self Service?
The self-service portal is more than the name implies. From experience and past Ivanti Implementations I can tell you that my customers have experienced a 50% drop of service desk calls and emails (shift left methodology), on average, with IT service desk resources freed up, and intangibles like increased customer satisfaction, plus well streamlined Service Request workflows.
Shift-Left Methodology is where it’s at. Enabling the customer to self-resolve incidents, request services, and monitor the progress of incidents and service requests. And that’s not all, HR Onboarding, Off Boarding, and Change Requests can be automated as well.
Self Service not only replaces online forms, intranet sites with pdf forms, and the underlying administrative burden, or worse yet, paper forms. but better yet, Self Services improves data capture and underlying workflows significantly, improving Service Delivery timeframes.
Beyond the typical Service Desk implementation of self service, there are advanced implementations for self-service kiosks and online booking & reservation systems.
One of my clients, the City of Brampton implemented self-service kiosks and an online booking system for their parking authority and had this to say:
“Gregor was able to implement what everyone else said couldn’t be done! A booking and reservation system for our parking authority. Now citizens of the City are able to reserve daily, weekly, monthly, and yearly parking passes. Gregor delivered what other consultants said was impossible.”
Shelley, City of Brampton, Municipal Services Manager
Where to start with Self Service?
First and foremost you want to do an intake of your top obstacles and challenges, see my ITSM Implementation Poll for ideas, and then contact a seasoned consultant. Why? You are not getting the most out of your ITSM Implementation until you talk to me. Guaranteed!
ITSM/ITAM/ESM Blog 