Information Technology Peer Group Meeting 

IT Self-Service Capabilities and Models 
May 24, 2017 09:00 AM - 03:00 PM 
Can self-service deliver better service? 

Enabling IT self-service for both internal and external customers is an extremely compelling argument to lower IT costs and foreseeably improve customer satisfaction. While the cost reduction element is more readily derived, improving customer satisfaction and experience requires a very careful determination of what services and products are offered in a self-serve format. The fundamental challenge, especially for internal customers appear to be in change management – moving a customer base that has been used to calling in to an IT helpdesk or a business liaison, to empowering them to find the products, services and solutions from a pre-published catalog or a knowledgebase that is readily available. Many organizations have tried to implement self-service capabilities in various areas with varying degrees of success. Some have implemented kiosks that would dispense laptops and other forms of hardware. But, most organizations offer a software portal where employees can easily find and install software tools and solutions they need. Others have very successfully implemented knowledgebases that offer advice and directions for solving technical issues. Despite these piecemeal achievements, few organizations have been able to craft and deploy an IT self-service model that empowers users to retain most control over their IT services needs.

The May IT Peer Group meeting of the consortium will examine how best to develop a self-service strategy and ensure that it is successfully implemented. The attendees will have the opportunity to hear from subject matter experts who have helped develop such solutions and also from member companies that have tried various iterations of self-service capabilities.

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

Gordon Dining and Event Center, Second Floor 
Jen Anderson, 608-890-1406, 
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