In light of the new ways of working that have been mandated in the wake of the global pandemic, employee expectations of self-service will only continue to rise in 2021 and beyond. Consumer-like experiences are quickly becoming a benchmark to measure internal support teams. The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees' consumer-world-driven support expectations has failed to deliver on their promises.

This whitepaper, authored by Stephen Mann, Principal Analyst at, provides you with 8 tips to improve self-service with smart technologies. 

Key Insights:

  • How (and why) traditional IT self-service portals have failed to deliver the expected benefits

  • The continued importance of self-service within digitally-enabled organizations  

  • Eight tips for ensuring that new self-service capabilities drive better employee experience & boost agent productivity.

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