White paper by Stephen Mann: Establishing self-service successfully in IT support
Self-service offers can be an effective way to reduce your IT support workload. But when they implement self-service solutions, companies often forget that their IT can only benefit from them when enough employees use self-service over the long run. And in truth, IT departments are full of examples of self-service projects that failed despite their successfully implemented technology because employees scarcely used them.
In this white paper by Stephen Mann, you’ll find out what’s really important in implementing self-service solutions and which mistakes you should definitely avoid. Mann is an independent IT service management expert. His previous work for Forrester Research and the software company ServiceNow make him an outstanding source of information on this subject.