An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include:
- Automation: Enables workflow creation without coding, simplifying incident management.
- Multiple Portals: Integration for HR, facilities, etc., providing a single access point.
- Knowledge Management: Consolidates knowledge for quick access.
- Language Localisation: Supports multiple languages.
- Secure Access: Available anytime across devices.
- Role-Based Access: Ensures customised functionality.
By integrating a robust service catalogue, users can quickly access essential business resources and support. This holistic approach improves user experience and operational efficiency.
The PinkSELECT™ Approach
PinkSELECT enables customers to maximise their investment in tools by developing clear criteria that ensures a consistent mapping to their Service Management processes. It provides the forms, templates and process definition required to facilitate a tool selection process.
The PinkSELECT service includes:
- Selection and weighting of functional criteria.
- Definition of strategic direction, technical factors and cost evaluation.
- Development of use cases.
- Administration of client scoring of vendor demonstrations.
PinkSELECT provides a vendor-neutral process to select the best Service Management tools for a particular organisation, including:
- Focus on the strategic direction of the organisation.
- Functional Requirements Matrix based on the ITIL Framework and enhanced by the consolidated experience from multiple best practice consulting engagements.
- Focus on the technical factors.
- Focus on total cost of ownership.