Self-Service Portals for End-User Empowerment

Design and deployment of a self-service portal that empowers end users to submit requests, track status, access knowledge articles, and resolve common issues independently — improving user satisfaction while reducing service desk workload.

PRACTICE

Digital Service Operations & AIOps

CLIENT PROFILE

Enterprise IT organization seeking to reduce service desk ticket volume by providing end users with intuitive self-service capabilities for common requests and information access

Challenge

End users calling or emailing the help desk for routine requests that could be self-served
No centralized portal for service requests, status tracking, and knowledge access
Service catalog is either nonexistent or too complex for end users to navigate

Approach

Design intuitive service catalog with categorized request types and plain-language descriptions
Implement automated fulfillment workflows for common requests (access, software, hardware)
Build searchable knowledge base with guided troubleshooting for common issues
Deploy request tracking with automated status notifications and SLA visibility

Typical Outcomes

Reduced service desk ticket volume through self-service deflection
Improved end-user satisfaction with instant access to services and information
Faster request fulfillment through automated workflows and approvals

Procurement Paths

GSA MAS for portal design and implementation services
NASA SEWP V for service management platform licensing

Partner Technology Examples

ServiceNow
Microsoft
Atlassian

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