5 Essential Tips for Self-Service Success

Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution.

Self service is an excellent tool that I always recommend every organization to implement as a service to their employees, as it improves service and support. A good self-service solution will also reduce support costs, decrease incoming calls to the service desk, and improve job satisfaction within the service desk. Invest some time in my five recommended  key enablers to discover how you can dramatically improve the results of self service:

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Common questions related to the adoption of KCS

Many support organizations have started to align their support model with Knowledge Centered Support (KCS) as their methodology for working effectively with knowledge. In this article we reply to the most commonly asked questions related to the adoption of KCS.

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Self-service close at hand

At the office, we all work long hours in order to meet fast approaching deadlines. The last thing we want is for our basic programs such as Outlook, Word, or Excel to provide us with yet another obstacle to overcome. We do not have the time to contact the service desk for simple tasks. It takes time to contact the service desk, and it can even be a bit embarrassing to ask these questions. I mean, I do not want to be that person that makes the service desk sigh and laugh about. There has to be a better way, right?

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Part 5: Resolve more cases with self-service – Availability and integration

Users will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is also important to link the self-service portal where the problems and questions arise. The more places users have access to the self-service solution the greater chance that the user will view self-service as the best and first choice for resolving an incident.

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Why not KCS (Knowledge Centered Support)?

Keeping information current is a challenge, and keeping knowledge social is reality. The future is here for knowledge solutions that capture knowledge when an incident occurs. More and more organizations have realized that KCS is the methology that leverages the power of knowledge within the support organization. Read what we think are the three core reasons why KCS is working across the support infrastructure.

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When a Porsche becomes a bike – three common mistakes when companies buy tools for their business

In my work as a management consultant at Olingo I come across lots of companies and organisations that expect miracles when they buy a new tool for their business. In this blog I describe the most common mistakes and what you should bear in mind to avoid them.

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