Today's Self-Service Automation: Reaching a New Level of IT Efficiency and Service

Solution Brief

Self-service has historically been an extension of the help desk, employed as a means for processing tickets and helping reduce the burden on help desk operators. Today's self-service is more than just the next step in the evolution of IT Service Management; it's also about providing end-users with a central portal for access and fulfillment. And a successful self-service implementation must leverage, and can actually benefit from, both the changing attitudes and expectations of employees' needs and the prevalence of "back office" IT automation to deliver near real-time response. This solution brief will help you evaluate self-service and how your organization can benefit from an effective self-service strategy.

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