Customer Self Service - Practitioner Radio Episode 35

Show Notes:
http://www.servicesphere.com/blog/2012/12/9/customer-self-service-practitioner-radio-episode-35.html
Show Notes:
Opposite day on Practitioner Radio
Chris Dancy’s ITSM History
Self Service in the 80’s 90’s
What types of people used web portals in the 90’s?Self Service is about CHOICES, not about tools.
People want IMMEDIATE responses
Wait we should wait define what we mean by “Self Service”
Self Service is about choice
Don’t make me think
Context, Classification and Presentation
User experience assessment
Should all 1st level response, be forced through a portal?
Ian Clayton, Inside Out
BYOD is about SUPPORT, my CHOICE in support
Chris goes to BMC to meet with the CIO about employee value
Employees who are out to HURT the company vs. companies that just want to do their job better and faster?
“How does that pipeline get filled or CSI work in a world, the REAL world of ITSM? It’s social….let’s stop fooling ourselves.”
Self service should be “I have a request for something that I don’t need immediately”
Anger, Entitlement and Social Media for Self Service
“I’d rather have the wrong answer NOW, than the right answer an hour from now”
Engagement and Feedback systems are the NEW SELF SERVICE
IT portals usually only do two things, “GIVE ME SOMETHING” or “COMPLAIN TO ME”
Things like “Get Satisfaction” offer two other options “Give Praise” or “Share and idea”
Wendy Lea CEO Get Satisfaction on ITSM Weekly Podcast
Self Service and “scheduling” the “genius bar” concept
Apple is hitting the same wall, IT did a decade ago. Reboot your phone before coming to the store.
We need new metrics in Self Service
Experience Metrics for 2013? (Yes we list them)
We measure RISK, not BENEFITS

CHRIS’ THUNDERBOLT TIP OF THE DAY?!
When considering self service options, always put yourself in the seat and role of the customer, understanding their time, environment and context will change the tools and processes they will select when using self service.