Service Management

More and more organizations around the world have adopted the ITIL framework as the baseline for their Service Management strategy and aligning processes in IT operations. This has basically now become the industry standard for a best practice approach to IT process optimization and continous service improvement.

Continous service improvement is important for every organization in order to deliver a better service to the business and to introduce more effective processes in the daily operation.

Self-service is one of the key areas that can bring your organization to the next level. Once it has been recognized that by allowing and enabling the users to solve their problems them selves, just that is the starting point towards a lean and profitable business.

Process optimization Example: Many organizations has been looking into this area and one way of adressing the growing needs for assistance from the Service Desk could be to ask the users to report their service request in writing instead of calling. This approach will significantly help to be able to better plan the daily work and to avoid peak's in the calling que and thus an increased waiting time for the end-user.

If this approach to a better service delivery and more efficient processes is accepted and a viable road ahead, then only one problem needs to be resolved:

How does the user report a "forgot password" problem?

If the user has forgotten his password, he's not able to access his mail!

In this particular scenario, self-service password reset is the enabler for such initiative. Not only will the password reset self-service eliminate the number one reason to call the Service Desk, it will enble an IT process improvement en general across the Service Desk.