self-service portal key considerations matthew neigh cherwell technology evangelist © 2013 cherwell...

Self-Service PortalKey Considerations Matthew Neigh

Cherwell Technology Evangelist

© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com

Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh

http://www.linkedin.com/in/matthewneigh


A Story




Ready…




Starting Point…


What is the end result we are after?

What is keeping our constituents from using Self-Service?

How much of a cultural change will this be for our organization?

Do we keep what we have or start over?



Set…




Ease of Use




Ease of Use - Questions


GOAL: Make using the Portal the first place your constituents start

Are there Incidents you constantly log?

What workflows could be automated?

Is a Service Catalog for us?

What tasks are taking away from your IT?



Not just IT




Not just for IT - Questions


GOAL: Get rid of “silo’s” that our constituents have to navigate

Are there other departments that would benefit from a one-stop shop?

Are there other sites that our constituents are constantly navigating to?



Transparency in IT




Transparency - Questions


GOAL: Reduce the number of inquires made to IT

What data/reports are constantly being requested by our constituents?

Do different constituents need different reports/data?



Collaboration




Collaboration - Questions


GOAL: Empower our constituents to be part of the solution

Do our constituents already collaborate amongst themselves?

Are there areas their insights could benefit everyone, including IT?

Are there Subject Matter Experts lurking in our organization?



Go!



Matthew Neigh

Cherwell Technology Evangelist

self-service portal key considerations matthew neigh cherwell technology evangelist © 2013 cherwell...

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