DITY (Do IT Yourself)
Isn’t it strange: at home, users resolve a lot of their own IT problems. At work, they fully depend on the IT help desk. What’s going on here? Other departments, HR for instance, have successfully gone before IT to introduce self service as a way of working. Okay, depending on the maturity level of your organization IT self service might seem light years ahead. Nevertheless organizations should become aware of powerful practices and tools to become more self reliant in IT.
There are several success factors in IT self service which need attention and proper management. Maybe you’ve already put the first steps on the IT self service path and wonder how to make that a real success. Be aware it can be a cumbersome exercise if you don’t carefully position this subject and involve the right people and plan each step of the way with the same care. Let’s discuss the critical success factors and help you draft the ideas and a feasible roadmap for gradual IT self service development.
Do IT Yourself
Have you thought about the business case which could drive IT self service developments? Which factors do you consider to introduce IT self reliance to the organization. We have developed self service solutions together with product experts in the area of self service management and information portals. We also work with vendors who have brought years of experience together in IT self service products. With our experience and implementation expertise we do understand what can make the introduction of IT self service successful.We have put some topics on a row which you must have thought about. We have identified a number of success factor to let IT self service roll. Here’s one: never, ever push self service as an IT initiative. It should rather start as an HR and communication project than anything else. And users must see the reward of this. Have a look at the other succes factors.We help you form ideas, obtain stakeholder buy in and draft a feasible roadmap for gradual IT self service development.
Do IT Yourself success factors
show'm the future
First you should create awareness of the concept of IT self service. It is a trend or will become soon especially for big user organizations with high IT support dependency. We’ll identify the general users’ IT maturity level and prerequisites to make the subject negotiable with IT’s customers. We prepare and organize stakeholder sessions to show the present and future of IT self service and discuss the how the concept fits the organization. The outcome is the creation of a task force of customer representatives, IT and maybe even HR which will research possibilities and draft a roadmap. We will manage this process from A to Z making sure the steps are taken in the right order.
is this HR or is this IT?
We believe HR should have a big say in IT self service because this should be an employee policy to make them trained and self reliant IT users. If you look at DITY from that perspective, it is no longer just another set of IT tools or procedures. Self support also means that knowledge levels get measured and people trained continuously. Similar to other business processes to let te people do their jobs appropriately. So, we’ll help promote DITY to HR and obtain their support for further developments.
define requirements, show 'm examples
The success of a self service solution depends on pragmatic work agreements and convenient, powerful tools. We’ll prepare sessions to discuss the requirements which we will follow up by existing demo’s and examples. Maybe we have to make a mock up of what is required. When it comes to the tools, we recommend to look at existing (third party) products rather than a tailored tool. What really counts is content and practices to ensure continuous knowledge development for which we will provide creative ideas and examples.
make a DITY roadmap together
To achieve self-reliance a couple of things are needed: IT training, a good IT knowledge base and collegial collaboration. This requires the development of a clear and supported IT self service vision. That vision though, can’t be implemented at once. So we create a roadmap together with the task force people and make sure that the elements of that roadmap get developed with and clearly communicated to employees. This roadmap also includes the first increment project plan for development and implementation.
The implementation of increments gets done by a designated project team. We be part of the project governance and the steering group which consists of people representing the key stakeholders. Be aware that we love to manage projects and focus on requirements, time and budget. We also emphasize on preparing the user organization for the arrival of the new self service functions through communication and workshops.
promote & reward
When IT self service is just an anonymous add on, it might only be used by the real fans. Be sure you have set an adoption goal which actively manage. Our PULSE4Implementations user adoption monitor is a great instrument to help you figure out progress during the whole process: from idea to design to real life usage. PULSE will help you to identity the adoption flaws and provides handles for powerful interventions, such as promotion campaigns and a reward system. A major promotion is the behavior of management who show their affinity with resolving their own IT issue: Example is better than precept.
capture information, share knowledge
A prerequisite for IT self service is the capturing and provision of valuable and comprehensible knowledge for users. This requires implementation of working practices at the service desk and in development teams to secure (future) support information. A self service portal may also provide user blogs and Q&A’s which will grow in size and numbers. Self service information often require editorial efforts to clarify and organize new information before it gets shared. Depending on the maturity of the user organization, self assessment of information – such as wikipedia – can be a good alternative.
Do IT Yourself, every time better and better
Introducing and using self service is like any other implementation: it requires management of change tactics and actions to speed up user adoption. So, we’ll make sure we know adoption levels throughout the organization by performing PULSE measurements and other analytics such as log files and site analytics. We look at user feedback and change requests to improve the self service solution and make sure users get heard and receive feedback. We will also implement a continuous improvement cycle for monitoring and improving the system. Amongst others the decrease of service desk calls, that resolutions are fed into the knowledge system and that careless use will be followed up by coaching or training.