The document discusses delivering a unified self-service portal for Harvard University. It outlines examples of existing portals, the benefits of a unified portal for students and staff, challenges to implementing one, and next steps. The presentation recommends starting work immediately with HUIT and other departments collaborating to expand self-service options and discuss how to create a unified portal that meets user needs.

1. Delivering University Self-service for IT and Business
Services
Harvard IT Summit
June 5th, 2014
Matthew Wollman
IT Service Manager
HUIT, IT Service Management

2. Delivering One Harvard Self-Service Portal
• What is a unified self-service portal?
– Some Examples
• Why does Harvard need a unified self-service portal?
– What would Harvard’s unified self-service portal contain
• How do we create a unified self-service portal?
– Challenges and Recommendations
– Implementation Options
• When can we create a portal and what are the next
steps?
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3. What is a unified self-service portal?
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• One place for end-users to seek knowledge, request access, get
support for all university services.
• Not just IT Services but HR, Finance, Registrar, Facilities, etc.
• Now for some examples…
IT HR Finance
AA&D
Campus
Services
Registrar

4. Example 1: ServiceNow Internal Portal
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5. Example 1: ServiceNow Internal Portal
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6. Example 1: ServiceNow Internal Portal
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7. Example 1: ServiceNow Internal Portal
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8. Example 2: Indiana University
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9. Example 2: Indiana University
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10. Example 2: Indiana University
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11. Example 2: Indiana University
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12. Existing Harvard Self Service
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13. Delivering One Harvard Self-Service Portal
• What is a unified self-service portal?
– Some Examples
• Why does Harvard need a unified self-service portal?
– What would Harvard’s unified self-service portal contain
• How do we create a unified self-service portal?
– Challenges and Recommendations
– Implementation Options
• When can we create a portal and what are the next
steps?
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14. Why does Harvard need a unified self-service portal?
• A single service portal across all
services
– One place to request and track
– Easy to find what you need
– Raise customer awareness of
service offerings
– Access knowledge and
assistance
– Better customer service
– Imagine an automated
onboarding process…
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It’s not always easy to find the way

15. Why does Harvard need a unified self-service portal?
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– What would Harvard’s unified self-service portal look
like?
– What would be of the most benefit to our end users?
– What type of requests?
– Peer-to-Peer support?
– What about other support channels, i.e Chat?
– Self-Help Videos library?
– Service Descriptions?

16. Delivering One Harvard Self-Service Portal
• What is a unified self-service portal?
– Some Examples
• Why does Harvard need a unified self-service portal?
– What would Harvard’s unified self-service portal contain
• How do we create a unified self-service portal?
– Challenges and Recommendations
– Implementation Options
• When can we create a portal and what are the next
steps?
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17. Challenges and Recommendations for Self-Service
• Self-service not designed for
users
• Designed with IT goals in mind,
not the users
• Internal service orgs have not
applied the same approaches as
successfully B2C and Retail self
service
• Assuming low levels of self-
service usage, and imply users’
unwillingness to use self service.
17Source: Gartner 19Feb2014

18. Challenges and Recommendations for Self-Service
• Stay focused on the outcomes
• Getting end-users input
– Surveys focus groups
– Keeping them included even
after development
• Identify frequent, routine issues
– Look at existing tools for
analysis
• Consumer self-service as
inspiration
• Work with a strong UX design
team
18Source: Gartner 19Feb2014

19. Implementation Options
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• Several tools are currently on the market
– ServiceNow
– Kinetic Request
– Coding our own
• Tools can generate tasks for fulfillment and approvals
– These can be tracked by fulfillment staff as well as the end-user who submitted
the request
• Portal can refer directly to other self-service tools
– IU example, or a link directly to webmail or PeopleSoft items
• Automation of simple tasks increases speed of fulfillment
– ServiceNow for example: Orchestration engine, REST, SOAP, Email
• To ensure use and feedback we need to have a strong plan to market the
portal
– Encourage use for all items and try multiple services

20. Delivering One Harvard Self-Service Portal
• What is a unified self-service portal?
– Some Examples
• Why does Harvard need a unified self-service portal?
– What would Harvard’s unified self-service portal contain
• How do we create a unified self-service portal?
– Challenges and Recommendations
– Implementation Options
• When can we create a portal and what are the next
steps?
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21. How soon can Harvard have a unified self-service portal?
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• We can start now!
– HUIT already starting this year with Employees Self-service using
ServiceNow
– Are working to expand existing request catalog
• Why couldn’t we start now?
• However, self-service portals are never completed, and would require
constant maintenance, monitoring, access management, etc.
– The portal would become a service unto itself.
Next Steps
• How many have self-service for their services? How many are
working on them or plan to?
• Plan a informal discussion session on how we can work on this as a
unified effort?

22. Thank you!
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Matthew Wollman
wollman@fas.harvard.edu
If you would like to get involved please contact: