Seven Tips for Setting Up Self-Service IT

By Darryl K. Taft  |  Posted 2015-08-18

Want your IT team solving the big problems, instead of changing the toner, replacing batteries in a mouse or asking time-honored questions such as "did you turn the machine off and back on again?" Everyone who has ever answered an IT ticket has been there, but there are better options through self-service. Done right, self-service is a win-win for both businesses and customers. Businesses can save tons of money by helping customers and employees help themselves when it comes to high-volume, low-risk requests that eat up precious staff time. And customers get a far more efficient, convenient experience. The following slides show how simple it is to change how your IT desk runs and offer tips for improving performance. Whether it is using a self-service library or an easy-to-use portal, better options are available and easy to manage. eWEEK spoke with Atlassian's JIRA Service Desk team for pointers on how to set up a sustainable self-service knowledge base and have end users love IT.


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