Self help and self service working within the ITSM space..
If self help / self service are to work within the ITSM space then a clear owner needs to be identified. Similar to the local council space in which someone within the organisation needs to own the customer. Ownership implies responsibility, the driver behind the ideas, someone to ensure that customer service standards are upheld.
Major barriers to successful implementation of Self help / Self service can be a lack of integration with the other tools, difficult to use front end and out of date knowledge which drives the system. therefore what is needed is a good easy to use Knowledge managment system that provides the organisation / agents with the information that they need immediately.
