Consumerize the User Experience

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Let’s face it: Users don’t want to call or email your department for IT service anymore. It’s too slow, too frustrating.

What about your company? What’s the plan for improving the user experience and IT efficiency? Do any of these statements describe your current self-service capability?

- Your team has trouble keeping pace with work demand and information requests.
- Your service desk is not delivering a consumer-like experience, leading to poor user satisfaction.
- You’ve deployed a self-service portal, but usage is less than desired.
- Knowledge-based information and self-help are not being used effectively or at all.
- You would like your self-service portal to reflect your company brand.

If any of these statements ring true, read on for guidance—including action plans, best practices, and success metrics—for creating the kind of self-service IT experience your users want and expect. In this eBook, we focus on how to deliver a consumer-like, end-user experience. Once you’ve de ned and organized your IT services, the task at hand is to simplify user engagement.

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Provider: ServiceNow, Inc.   |   Size: 5.31 MB   |   Language: English