Assessment References

Self-service offers customers a strategy that deploys tools to obtain support services without direct intervention from a support professional. It can be used as a method of reducing operating costs and improving customer satisfaction by allowing them greater control over the transaction, especially out of normal support hours and for non-critical activities. Technologies such as the Internet, Interactive Voice Response systems, and mobile and wireless communications make self-service operations possible. The primary characteristics of this model are:

Source: ITIL Serrvice Management, Section 4.3.7


A successful self-service strategy depends on several important factors: management commitment - any initiative that entails change within an organization requires management support and commitment to execute the initiative

There will always be customers and Users who either need to, or prefer to, talk directly to a support specialist. The key is to provide choices in how to communicate with the support group. By incorporating self-service techniques into the traditional service model, companies add value in being more efficient and cost-effective, along with improved levels of customer service.

Source: ITIL Serrvice Management, Section 4.3.8


... tools enable an end user to leverage established problem resolution knowledge. Early attempts at this were executed with FAQs, which provided answers for common outages or quick fixes, but often require users to leave the application and connect to enterprise servers. Today.s self help tools include the definition of common questions with pointers to the source of the answer to highly structured approaches used in problem resolution and product selection applications. These tools offer natural language matching between a user.s query and a predefined list of questions, symptoms, or requirements and then navigate the structured knowledge to provide an answer.

In addition to self-help, the adoption of self-healing has become more widespread among self- help capable systems. These are tools that maintain a root understanding of the distinct system and desktop profiles and can restore or heal to a functioning state. Registry settings and key application executables must be maintained in a desired desktop environment which, when corrupted, can be reset either automatically and independently of the IT service desk.

Source: Gartner - Key Ingredients of the IT Service Desk