If you missed our webinar, you can view an on-demand recording of it at the link: https://youtu.be/UHCamFaoUzQ Learn about the 5 reasons you should provide your users with self-service capabilities, and how IT Process Automation can deliver this functionality quickly, efficiently, and most cost-effectively. According to Gartner, customer self-service is a top-five 2015 customer service trend, and with specific regards to the infrastructure & operations market, one analyst says there are “too many self-service capable processes being handled by Level 1 technicians.“ How will demand for self-service impact your organization, and more importantly, how can you leverage its benefits to your advantage?

1. © 2015 Ayehu All rights reserved.
5 Reasons IT Should Provide
End-Users with
Self-Service Capabilities
starting at
11:00am EDT / 8:00am PDT

2. Today’s webinar will be presented by:
Guy Nadivi
Dir. Bus. Dev.
Ayehu
© 2015 Ayehu All rights reserved. slide 2
Tom Melnik
Professional Services Manager

3. What’s Driving Demand for Self-Service?
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According to Gartner, we are in an
emerging era of the business consumer,
which is leading to more demand on IT for
self-service.
• Mobility
• BYOD
• Cloud
• Social

4. Notable Stats
slide 4© 2015 Ayehu All rights reserved.
• IT self-service can address close to 50%
of contacts made to the IT service
desk, but just 34% of IT organizations
currently use IT self-service.
• An additional 40% of IT organizations
are planning to implement self-service
over the next 18 months.
Gartner #G00272635

5. Why Provide End-Users with Self-Service?
slide 5© 2015 Ayehu All rights reserved.
"Too many self-service capable processes
are being handled by Level 1 technicians,
and that's the #1 challenge in the I&O
market right now.“
- IT Operations Research Analyst

6. Reason #1
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Improves Business Users Productivity
• They’re used to self-service in their day-
to-day lives
• They often prefer self-service
• Eliminates delays in current IT processes

7. Reason #2
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Reduces IT Service Costs
• Self-service especially effective for
standard requests/canned transactions
o Password Resets
o Account Unlocks
o Resource Provisioning

8. Reason #3
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Reduces Service Desk Request Queues
• Level1 / Level2 / Level3 technicians are
overwhelmed right now
• Hiring more technicians is not scalable &
not a good option

9. Reason #4
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Improves IT Asset Utilization
• Leverages automation to handle
numerous self-service requests/tickets in
parallel
• Allows for more transactions/requests to
be handled per hour
• Ultimately lowers resource cost per
transaction

10. Reason #5
slide 10© 2015 Ayehu All rights reserved.
Improves IT’s Meaningful Contribution
• Frees up valuable resources from
working on routine, repetitive tasks
• Makes those valuable resources available
to work on more important, more
complicated, strategic tasks

11. © 2015 Ayehu All rights reserved. slide 11
Self-Service Demo

12. Any Questions?
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13. © 2015 Ayehu All rights reserved.
Please send any follow up questions to:
Guy Nadivi
guy@ayehu.com
www.ayehu.com
slide 13
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