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
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
A Story
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Ready…
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Starting Point…
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
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?
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Set…
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Ease of Use
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Ease of Use - Questions
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
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?
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Not just IT
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Not just for IT - Questions
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
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?
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Transparency in IT
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Transparency - Questions
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
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?
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Collaboration
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Collaboration - Questions
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
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?
© 2013 Cherwell Software, LLC All Rights Reserved www.cherwell.com
Go!
Twitter @mattneigh | LinkedIn www.linkedin.com/in/matthewneigh
Top Related