Looking for help building your company's IT self-service portal? Then this article is for you! We're about to detail the ten self-service portal best practices you absolutely need to follow when creating it. From the design, delivery, and ongoing operation of a self-service portal to the critical mistakes to avoid when aiming for its success, here's a deep dive into practical advice derived from the real-world success of other organizations.

If you are looking for a ServiceNow alternative, chances are that you are looking for an ITSM solution that provides similar or better features, but with a more affordable price point. While ServiceNow is a widely recognized and popular ITSM platform, it may not be the right fit for every organization due to its cost, complexity, or customization limitations. Fortunately, there are several alternatives to ServiceNow available in the market, each with their own unique strengths and capabilities.

The customer support landscape is ever-changing and expanding, increasing both users’ expectations and challenges for IT teams. In this context, offering omnichannel customer support is not an option anymore. Users expect to be able to contact the help desk through the channel that’s most convenient to them, and support teams must try their best to provide a multiplicity of platforms to submit requests while attending to all of them in an efficient way.

Employee experience strategy is designing and implementing an integrated set of activities, initiatives, and programs that collectively create a positive and productive work environment. Gartner has identified that the employee experience (EX) is about more than just the technology used to enable work - it is about all the interactions employees have throughout their day-to-day work and how their contexts influence these interactions.

Dramatic shifts in how we approach and conceptualize work are always met with an initial tidal wave of skepticism and detractors. This is a good thing, even if those initial detractors may turn out to be wrong. Thinking critically about the tools we deploy and how we manage our workforce is paramount.

Self-service portals have become a staple in many businesses, as they provide a way for users to resolve common issues without contacting support. However, designing a self-service portal is crucial for its adoption. In a nutshell, portals allow users to manage their accounts without interacting with a customer service representative and solve tasks such as resetting passwords, changing account settings, and more. However, none of this will be possible if it’s designed poorly.

A larger part of an agent’s job is ensuring things work as they should. Thus, the most common help desk tickets usually relate to employees’ daily tasks. Of course, the definition of “common” varies depending on the organization. However, there are some issues transversal to any IT department. And we’re about to see how to solve them efficiently – and how InvGate Service Desk’s features can contribute to it!

When we talk about Experience Management, we mean using data collected from customer interactions to understand their experiences with your business comprehensively. However, we tend to associate customers with an organization's end-users, leaving out another company touchpoint that should be cared for: employee experience (EX).

Thinking about the impact of artificial intelligence (AI) on the job market, are you on the apocalyptic or utopian side? Maybe something in between? In any case, one point is certain: artificial intelligence is becoming more and more developed. And the question still is, will AI replace jobs? The launch of ChatGPT has sparked several discussions, including the effect AI will have on employment. In some careers, it can improve efficiency.

Self-service is nothing new. We've all become accustomed to being able to serve ourselves in a variety of situations, such as when we're shopping or banking. And when it comes to IT, self-service is not only desirable but expected. To solve this need, all you need is a self-service portal, and the rest will come.