Delivering university self service for it and business services v1
- 1. Delivering University Self-service for IT and Business Services Harvard IT Summit June 5th, 2014 Matthew Wollman IT Service Manager HUIT, IT Service Management
- 2. Delivering One Harvard Self-Service Portal • What is a unified self-service portal? – Some Examples • Why does Harvard need a unified self-service portal? – What would Harvard’s unified self-service portal contain • How do we create a unified self-service portal? – Challenges and Recommendations – Implementation Options • When can we create a portal and what are the next steps? 2
- 3. What is a unified self-service portal? 3 • One place for end-users to seek knowledge, request access, get support for all university services. • Not just IT Services but HR, Finance, Registrar, Facilities, etc. • Now for some examples… IT HR Finance AA&D Campus Services Registrar
- 4. Example 1: ServiceNow Internal Portal 4
- 5. Example 1: ServiceNow Internal Portal 5
- 6. Example 1: ServiceNow Internal Portal 6
- 7. Example 1: ServiceNow Internal Portal 7
- 8. Example 2: Indiana University 8
- 9. Example 2: Indiana University 9
- 10. Example 2: Indiana University 10
- 11. Example 2: Indiana University 11
- 12. Existing Harvard Self Service 12
- 13. Delivering One Harvard Self-Service Portal • What is a unified self-service portal? – Some Examples • Why does Harvard need a unified self-service portal? – What would Harvard’s unified self-service portal contain • How do we create a unified self-service portal? – Challenges and Recommendations – Implementation Options • When can we create a portal and what are the next steps? 13
- 14. Why does Harvard need a unified self-service portal? • A single service portal across all services – One place to request and track – Easy to find what you need – Raise customer awareness of service offerings – Access knowledge and assistance – Better customer service – Imagine an automated onboarding process… 14 It’s not always easy to find the way
- 15. Why does Harvard need a unified self-service portal? 15 – What would Harvard’s unified self-service portal look like? – What would be of the most benefit to our end users? – What type of requests? – Peer-to-Peer support? – What about other support channels, i.e Chat? – Self-Help Videos library? – Service Descriptions?
- 16. Delivering One Harvard Self-Service Portal • What is a unified self-service portal? – Some Examples • Why does Harvard need a unified self-service portal? – What would Harvard’s unified self-service portal contain • How do we create a unified self-service portal? – Challenges and Recommendations – Implementation Options • When can we create a portal and what are the next steps? 16
- 17. Challenges and Recommendations for Self-Service • Self-service not designed for users • Designed with IT goals in mind, not the users • Internal service orgs have not applied the same approaches as successfully B2C and Retail self service • Assuming low levels of self- service usage, and imply users’ unwillingness to use self service. 17Source: Gartner 19Feb2014
- 18. Challenges and Recommendations for Self-Service • Stay focused on the outcomes • Getting end-users input – Surveys focus groups – Keeping them included even after development • Identify frequent, routine issues – Look at existing tools for analysis • Consumer self-service as inspiration • Work with a strong UX design team 18Source: Gartner 19Feb2014
- 19. Implementation Options 19 • Several tools are currently on the market – ServiceNow – Kinetic Request – Coding our own • Tools can generate tasks for fulfillment and approvals – These can be tracked by fulfillment staff as well as the end-user who submitted the request • Portal can refer directly to other self-service tools – IU example, or a link directly to webmail or PeopleSoft items • Automation of simple tasks increases speed of fulfillment – ServiceNow for example: Orchestration engine, REST, SOAP, Email • To ensure use and feedback we need to have a strong plan to market the portal – Encourage use for all items and try multiple services
- 20. Delivering One Harvard Self-Service Portal • What is a unified self-service portal? – Some Examples • Why does Harvard need a unified self-service portal? – What would Harvard’s unified self-service portal contain • How do we create a unified self-service portal? – Challenges and Recommendations – Implementation Options • When can we create a portal and what are the next steps? 20
- 21. How soon can Harvard have a unified self-service portal? 21 • We can start now! – HUIT already starting this year with Employees Self-service using ServiceNow – Are working to expand existing request catalog • Why couldn’t we start now? • However, self-service portals are never completed, and would require constant maintenance, monitoring, access management, etc. – The portal would become a service unto itself. Next Steps • How many have self-service for their services? How many are working on them or plan to? • Plan a informal discussion session on how we can work on this as a unified effort?
- 22. Thank you! 22 Matthew Wollman wollman@fas.harvard.edu If you would like to get involved please contact:
Editor's Notes
- #5: obviously self-promoting but remains a good example Knowledge Request Service Description
- #9: Thanks to Simon for pointing out a higher ed example Direct to request or service entry Link to the service location or URL Details about the service, with self-help overlay Direct support contact and links Customizable portal
- #13: Offer various levels of Request Multiple locations, hard to find Do you know other examples at Harvard?
- #16: Peer-to-Peer support? Other On-demand support, i.e Chat? Self-Help Videos?
- #18: Source: Gartner “Design IT Self-Service for the Business Consumer” 2015-02-19 Greene, Jarod
- #19: Source: Gartner “Design IT Self-Service for the Business Consumer” 2015-02-19 Greene, Jarod