SCSM Self Service Portal

Prepared by Chester Capulong

SCSM Self Service Portal Problem

IT Asset Managers and Service Desk staff are the hub of all technical information.

This reduces productivity and adds to the workload of asset managers and service desk staff.

This creates a bottleneck where every single query ends up being a phone call or email to these staff in order to be resolved.

SCSM Self Service Portal Solution

Here at Cased Dimensions, we pioneered a powerful Self-service portal, which empowers non-technical end users and customers on how to resolve their requests.

We based the development of our Self-service portal on the feedback of our customers. With customers from 20 countries across the world, we obtained a wealth of knowledge.

SCSM Self Service PortalMobility

Here in Cased Dimensions, we have developed our Self-service portal in HTML5 so it is optimized for Web. It is easy to use, it’s fresh, it’s clean, and you can access it from any device.

One of the most common points coming from customer feedback is that 50% of the client bases are using tablets and smartphones. These do not support out of the box SCSM portal through Silverlight on SharePoint. So we made our portal system accessible through all devices the employees might use.

SCSM Self Service PortalTarget Audience

People using IT Self-service Portals are mainly non-technical. So with that in mind, we created an Online Shopping – type experience.

With this easily accessible and user friendly shopping cart – type experience, your non-technical employees will adapt, and embrace our Self-Service Portal.

SCSM Self Service PortalTechnical Components

• We extended the back-end in relation to Request Offerings and Service offerings allowing you to ask up to 50 questions.

Cased Dimensions Self-Service Portal

Out of the box Self-Service Portal

• You are limited to just 3.

• We allow you to embed URL content into the live question.

• You are not allowed to embed and there are only text fields in the form. .

• Search function will return not only knowledge articles but also the (known as Request Offerings in SCSM), self-help journeys that are configured within Service Manager.

• Search function will return knowledge articles only.

VS

SCSM Self Service PortalIntuitive Forms

We have intuitive forms on the portal which allow the user to provide detailed information about what they require and in turn, provides the service desk accurate information about the request. This is where our support for request for change comes in and empowers the end user. This is what the market is accustomed to elsewhere, Why should it not be same in ITSM and ITAM?

SCSM Self Service PortalAsset Management

We have also integrated our Asset Management to the portal so end users will be able to see the assets that they are responsible for in a personalized view unique to their profile on the system.

SCSM Self Service PortalUser Interface

We have developed a visually focused UI that is user friendly and fully configurable within SCSM. You can create self-service portals based on department e.g. Finance, HR, Asset Management etc.All configured within SCSM with ZERO CODING REQUIRED.

SCSM Self Service PortalUser Interface

The blue boxes which are presented are navigation panes to help your employee find the correct self-help. So if I go to Procurement – this is where the relative service offering, and the request offerings are presented. It is just two clicks of a button, but with SharePoint it is many.

SCSM Self Service PortalCustomer Satisfaction Survey

We also have a customer satisfaction survey in development. From an ITIL best practice perspective this allows end users to submit their feedback to service desk about their experience in using the self-service portal.

SCSM Self Service PortalWhat are the benefits to our solution?

Easy to use

Fresh, clean, user-friendly design

Accessible from all devices including PCs, laptops, tablets and smartphone

Enterprise focused ITAM and ITSM for business process optimization

Empowered employees are happier employees – access to resolve their own requests independently with knowledge articles and FAQs

Improved productivity for IT service desk, asset managers and all functions within the business

We here at Cased Dimensions are focused on business process improvement. We are aligned to ITIL best practice methodologies for enterprise process efficiency.

Want to find out more about our SCSM Self Service Portal?

Email us today info@caseddimensions.comor visit our site at www.caseddimensions.com