Self-Service Portal Checklist

Author(s): Natalie Sansone

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Use this checklist as a self-evaluation of features and critiera to optimize the self-service portal to enable a shift left strategy. It includes optimization criteria for portal strategy, accessibility, design, features, knowledgebase, ticket submission, and continual improvement.

Tags

service desk, service desk optimization, shift left, service desk shift left, self-service, self-service portal, knowledgebase, knowledge management, knowledge centered service, knowledge centered support, KCS, service desk automation, shift left metrics, shift left responsibilities, self-service workflow, self-service checklist

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Optimize the Service Desk With a Shift-Left Strategy

The best type of service desk ticket is the one that doesn’t exist.
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