The assystNET Self-Service PortalReduce Calls to the Service Desk and Improve End-User Experience

The Self-Service Support Opportunity

IT customers are increasingly demanding, requiring rapid resolution of IT issues and instant access to up-to-the-minute information on IT services. The service desk is under pressure to keep users up and running, but time spent logging calls means resources are diverted from incident resolution. To solve this problem, IT needs to make it easy for end users to deal with incidents without the assistance of the service desk.

By providing a web-accessible self-service portal, users can log and track their own incidents, find the information they need and search a knowledge base for resolutions without putting strain on the service desk. Combining self-service incident logging, a service catalog, service request system and knowledge management solution, a self-service portal can provide a more efficient interface to meet the demands of the business.

The Value of a Self-Service Portal

• Reduce calls to the service desk
• Allow users to find information and solve issues
• Users can request services and monitor delivery status
• Human error is reduced
• Increase end user productivity
• Identify frequently used solutions and eliminate the root cause

Customers really like assystNET and it is widely used. prosystems IT - View the full case study

Next: The assyst Self-Service Portal

The assystNET Self-Service Portal

Axios Systems offers a range of self-service solutions comprising the assystNET self-service web portal. End users can log their own incidents, search the knowledge base for non-technical resolution procedures, request services listed in the service catalog and find information on service status – all without assistance from the service desk. The assystNET solution is fully integrated with assyst as a core element of the application and can be deployed as a component of a branded corporate intranet.

Next: Key Features of the assyst Self-Service Portal

Key Self-Service Features

Service Catalog

The assyst solution enables customers to deploy a business-facing service catalog, supported by actionable service requests and an automated service fulfillment system. End users can view, request and monitor service requests, appropriate to their role and business function.
Find out more about the assyst Service Catalog.

Self-Service Incident Logging

Business customers can log, monitor and update their own incidents. Users can log incidents based on assets or services or can be prompted by a set of simple, non-technical questions to ensure sufficient information is captured to route and resolve the incident without assistance from the service desk.

Self-Service Knowledge Management

End users can search a broad set of non-technical resolution procedures to solve issues without reliance on the service desk. Users can perform a natural language search on the knowledge base and knowledge entries are segmented by technical and non-technical resolutions, ensuring end users can only access procedures that are suitable.
Find out more about the assyst Knowledge Management solution.

Self-Service Password Reset

Users can reset their own application passwords through the assystNET web interface, reducing the number of calls to the service desk and minimizing barriers to productivity.
Find out more about the assyst Password Reset tool.

Message Center

assystNET offers a collaborative message center to support the user community. Information pertaining to IT services can be targeted to relevant customer groups e.g. the status of specific services, changes to the service delivered and outages due to planned maintenance.

Our internal customers have taken to assystNET in a big way. ClinPhone - View the full case study