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7 Ways To Avoid Self-Service IT Pitfalls
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Jeff Jerome
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Jeff Jerome,
User Rank: Ninja
7/29/2014 | 9:40:04 AM
Re: User perspective
Lorna - Great point if you are locked up there is no self help except on antoher device.  A great cloud application which is what I am seeing from most IT based support companies.
Lorna Garey
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Lorna Garey,
User Rank: Author
7/29/2014 | 9:33:26 AM
Re: User perspective
There's also the fact that people in general are more tech savvy now and don't call IT unless the problem is severe -- like being locked out of your system and thus unable to go to a portal anyway. I think the best bet is tiered support via portal, then email, then phone for emergencies.
Jeff Jerome
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Jeff Jerome,
User Rank: Ninja
7/28/2014 | 11:28:41 PM
Re: User perspective
Lorna - Your comment  " If I call IT it's because I am at a standstill and unable to get my work done. I'm in no mood to go search through a self-help portal, and if IT asks me to, I'm probably going to react poorly!"  That is a fair statmement non IT employee's need to focus on what they are doing and maintain uptime.  The availabilkty of skill IT support teams is there and easily achievable and a worth while investment.
TerryB
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TerryB,
User Rank: Ninja
7/16/2014 | 1:37:12 PM
Re: User perspective
Password resets. Now that is something that could easily be done in self serve but is a natural Catch 22: If you can't get in to your computer, you can't request a password reset. Now at application level, like a website that needs credentials, they have all automated password resets. But at o/s level, the initial signon, what choice is there but make a call.

Thanks for the great example. Interesting topic.
Lorna Garey
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Lorna Garey,
User Rank: Author
7/16/2014 | 1:26:29 PM
Re: User perspective
As a matter of fact, just yesterday I ran into an issue where a credentials problem locked me out of my PC just as I was looking for the dial-in info for a meeting. Dialed helpdesk and was only 10 minutes late.
TerryB
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TerryB,
User Rank: Ninja
7/16/2014 | 1:20:14 PM
Re: User perspective
What type of event would put you at standstill and unable to work? I know you are speaking hypothetically but in my long experience out here, that event is not going to be something fixed from a tip in self service portal. If you are that down, you aren't getting to any self service portal anyway, unless you have an application problem. And self service won't fix that.

Other than doofy stuff like getting and hooking up a new mouse/keyboard, which you could have Googled anyway, this doesn't sound that useful. Makes me wonder what kind of calls they actually eliminated from Help Desk? Stuff like "Can't get site to work in browser", which self service site tells you to clear Temp Internet files, try Compatibility mode, etc? I guess I could see that, especially in company of 16,000 users.  Be interesting to see if this idea expands to more companies.
Lorna Garey
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Lorna Garey,
User Rank: Author
7/16/2014 | 11:15:22 AM
User perspective
Speaking as an end user, I see both sides here. If I call IT it's because I am at a standstill and unable to get my work done. I'm in no mood to go search through a self-help portal, and if IT asks me to, I'm probably going to react poorly! That said, if I already have experience with the system and it's very well organized, I can see using it for less-urgent matters. However, at the same time, I'd be leery that success of a portal will result in fewer IT people there to help in those emergencies.

And, shouldn't routine items like moves, adds and changes already be automated?


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