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This report explores how technology advancements are presenting new opportunities for IT departments to evolve their self-service offerings in improving the experience delivered to users.


  • Self-service is everywhere, from shopping, the way we interact with service providers, and its use in the workplace. Self-service is often seen as a means to reduce costs associated with carrying out standardized tasks, but cost reduction should not be the primary motivator for organizations wishing to embark on a self-service initiative.

Features and Benefits

  • Understand the needs driving the demand for improved IT self-service.
  • Understand the important cultural and technological considerations that must be made when embarking on a self-service initiative.
  • Discusses how IT self-service will evolve over the coming years.

Key questions answered

  • What are the important objectives for any organizations embarking on a self-service initiative?
  • What self-service improvement opportunities are new technologies presenting IT departments with?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Empowering users and improving the service experience should be the primary objectives

  • Various needs are driving the demand for IT self-service
  • Breaking down silos with self-service reporting
  • Delivering an optimal user experience is a key development objective

Both quantitative and qualitative measures must be employed in determining the success of a self-service initiative

  • Tracking and reporting on utilization is important in demonstrating value
  • Technology will provide little value unless cultural buy-in is achieved

Technology advances will further improve self-service capabilities

  • Automation improvements present new self-service opportunities
  • Machine learning has a key role to play in the evolution of self-service
  • Virtual agent technologies are advancing
  • User experience considerations are vital when deploying any virtual agent technology


  • Further reading
  • Author

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