Self Service Portal and Service Catalog Focus Group

 
Author
Message
SysAid Product Manager
31
 
Hi everyone,

On April 5th we held a focus group in which we shared SysAid’s plans for the new Self-Service Portal and the Service Catalog.

During the focus group session we shared with the attendees the prototypes of the Self-Service Portal and the Service Catalog showing some of the main features and objectives of the new modules:

- Full makeover of the end user experience
- Code-less branding and customization
- Improved data accessibility and visibility by using these new widgets:
     - Scoreboard
     - Announcements
     - FAQ
     - Banner
- Advanced search functionality for:
     - Service records
     - Categories
     - FAQs
     - Catalog items
     - External data sources
- Minimize number of clicks to perform common actions
- Advanced customization:
     - Banner - HTML (iframe, external sites, etc.)
     - Theme - colors, fonts, icons and company logo
     - Show, hide, and move position of widgets
- Catalog management:
     - Multiple catalogs
     - Rich catalog item information (sectioned description, images, pricing, tags, etc.)
     - Progress bars for service records
     - Workflow automation
     - Focused promotion of services
     - Reports

Thank you to all the participants for joining us and providing us valuable information by answering our poll questions. Your responses will allow us to better understand your needs, except of course in the areas where your were literally split down the middle . Admittedly, these are the same areas that my colleagues and I are also debating on.

I’ll keep you posted as we progress on this project. In the meantime, please feel free to ask me any questions.

Tsahi Bengigi
SysAid Product Manager

This message was edited 4 times. Last update was at Apr. 14, 2016 08:23 AM

SysAid Wiz
1012
 
Hi tsahibg,

was an authorization for FAQ posts only to a specific person or company?
Currently we differ in the Knowledge Base only between end users and administrators!


Cheers
SysAid Product Manager
31
 
Hi Karlson,

The FAQ is based on the KB articles so it has the same capabilities in regards of limiting the ability to view the KB articles - So you will be able to decide whether to show the KB article to the end users.

Would you find it useful to limit FAQ/KB articles to certain groups/users/company?

SysAid Wiz
1012
 
tsahibg wrote:

Would you find it useful to limit FAQ/KB articles to certain groups/users/company?



Yes very much

cheers Karlson
SysAid Wiz
260
 
Hi Tsahi,

horray for the new Self Service Portal!

I've read in the past that you are also working on the new SysAid Mobile App.
I'm pretty sure that these two project will have an high impact and that they are really related between them.

A lot of our customers ask to perform the same operation whatever device they use to access SysAid.
Do you think it will happen?

thanks in advance!
SysAid Product Manager
31
 
Hi,

There is a new app for iOS (SysAid Cloud Helpdesk) which is aimed for the admins.

The SSP and SC are designed for the end users and are planned to be responsive and mobile friendly so you'll be able to have a similar experience on a workstation and on mobile devices.

Tsahi
Super SysAider
60
 
Do you have a projected roll out date for the update?

This message was edited 1 time. Last update was at Apr. 21, 2016 01:27 PM

SysAider
14
 
Very much looking forward to an integrated Service Catalog into SysAid. We are currently working on developing one and are hoping to have an integrated one soon. While we are developing on paper, we hope to have one similar to the model that Ohio State University has on their website (integrated with ServiceNow) into our implementation of SysAid. I am also hoping to share this as well with other entities in the State of Iowa as we are working to model best practices for them.

Any information you have available about your work would be sincerely appreciated. We would also be happy to provide our input into the process to have a successful product developed. Thanks!

-Rob

IEDA CIO
http://www.iowaeconomicdevelopment.com/
SysAid VP Product
1157
 
Hi Rob,
Thanks for your suggestion - we will reach out to you and share the information we have so far.
We also would love to learn what you are working on in the area of Service Catalog and see how it can fit in our plans.

Tsahi will contact you via PM
SysAid VP Product
1157
 
Hi everyone,

During the user focus group that we held last month, we asked a lot of poll questions. We enjoyed the opportunity of learning more about you, SysAid users, as a group, and the feedback is obviously very helpful for us in our planning.

So I thought it might be nice to share some of the results of these polls with you here. This is what we found:



Most of you (about 70%) use the End-User Portal for most or some of your tickets, and manage or would like to manage service costs and cross-charge departments. The overwhelming majority of you do not have a service catalog for non-IT services or use a portal in a limited fashion, and you are basically split on the issue of offering your end users a full "shopping cart" experience for selecting services in a service catalog catalog.

We look forward to rolling out our new Self-Service Portal as the first stage of our Service Catalog roll-out and hearing about how you adapt this to your interactions with your end users.

Cheers,
Oded

This message was edited 3 times. Last update was at May. 16, 2016 03:04 AM

SysAider
33
 
tsahibg wrote:Hi,

There is a new app for iOS (SysAid Cloud Helpdesk) which is aimed for the admins.

The SSP and SC are designed for the end users and are planned to be responsive and mobile friendly so you'll be able to have a similar experience on a workstation and on mobile devices.

Tsahi


Is there an ETA for the app update for your on-premise customers?
Super SysAider
70
 
tsahibg wrote:Hi Karlson,

The FAQ is based on the KB articles so it has the same capabilities in regards of limiting the ability to view the KB articles - So you will be able to decide whether to show the KB article to the end users.

Would you find it useful to limit FAQ/KB articles to certain groups/users/company?



Limiting articles to groups/users/company would be extremely useful since within a same company there are different support groups, lets say, Finance and Telecomm, and Finance might want to keep in the Knowledge base some confidential info for Finance that should be known by every one in Finance so that the department works fine, but such information should not be filtered to the rest of the organization. Keeping in the same example, Telecomm might want to keep a list of the routers/switches passwords in the Knowledge Base so that only the group of Router/Switches Admins withing the Telecomm department can access it but not anyone else. Right now that is not possible.

This feature becomes even more important if you are attending several companies and each of them has its particular FAQs. In such case Company2 should not lose any time browsing in Company1 FAQs if they do not even relate to any of Company2 issues.

Such a feature is required as soon as possible.
SysAider
1
 
We are currently evaluating service desk solutions and one of the main requirements is that it have a service catalog. When will this project be rolled out? Thanks, Sherri
SysAider
30
 
Is there any sort of anticipated date for this? The focus group was almost 6 months ago now. We have been discussing options for a Service Catalog at our business. We would rather have an integrated system as opposed to trying to make a separate system work with SysAid.
SysAid VP Product
1157
 
We have been busy working on the new Self Service Portal and is going to be ready towards the end of this year.
It is taking us a bit longer then we initially anticipated - but that is because we decided to add some important features such as those that came up in the user group we held and additional ones that came up during the process.

In regards to the Service Catalog - it will be based on the new Self Service Portal that we need to complete first.
On that note, some of the new features we are planning such as the advanced search feature will help you take one step closer to making all your services easier available for your end users.

Hope that helps, We plan to hold another User group to share the developments we have so far and help get final inputs towards our upcoming release - so follow this post so you won't miss the invite.