From humble beginnings…
I implemented our company’s first Self-Service portal about 10 years ago. It was a primitive offering that enabled a particular set of people within the business to log specific IT Service Requests on behalf of members of their team. This replaced a paper based mechanism and was heralded at the time as a fundamental step forward in terms of efficiency savings.
Fast-forward 10 years to the current day, and our Self-Service portal is now our staff’s one-stop shop for all of their support requirements, ranging from IT, Facilities Management, Staff Suggestions and business related travel requests. It pulls together this plethora of support needs and delivers a consistent user experience, with all of the good Service Management best practice wrapped around it.