Enabling self-service in an organization
Users can leverage the self-service options that are available for them to quickly fix their issues instead of raising a help desk ticket. The self-service options make users more self-reliant by reducing their dependency on the help desk. Also, the self-service options enable users to meet help desk professionals in-person, review the request and service status, and so on.
As an administrator, to make your users self-reliant, you can perform the following tasks:
| Action | |
|---|---|
| Create and import rich knowledge articles, provide links to online documentation, and provide videos, tutorials, troubleshooting tips, and so on. | Setting up self-help resources |
| Set up locations and their associated details so that users can find the required information. | Locations |
| Set up calendars for help desk appointments between users, and an IT help desk or a human resources professional. | Setting up help desk appointments |
| Create services that provide a service health status to users. | Setting up service health items |
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