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The corporate IT self-service portal has to be one of the most touted IT service management (ITSM) advancements of the last decade. It was going to cure most ITSM ills, with the promise of “better, faster, cheaper” IT service delivery and support. And delivering against shift-left strategies aimed at meeting employees’ consumer-world-driven support expectations while also reducing costs for both the IT department and the wider business. More recently, the IT self-service portal has been aligned with two key, and linked, ITSM trends – enterprise service management1 and the improvement of employee experience. Extending the benefits of its use to other business functions to improve employee productivity and business outcomes. |
