#HDIchat Recap: How Do You Create a Successful Service Portal?


by Roy Atkinson
August 15, 2017

In the first of our series chatting with some of the experts who are presenting at HDI 2017 Conference & Expo, we tweeted with Phyllis Drucker (@msitsm) about what a service portal is, who helps create it, and how to gain adoption. Phyllis is also the author of Service Management Online: Creating a Successful Service Request Catalogue.

A service portal, says, Phyllis, is “bigger than IT” and can include HR, Finance, and as many other business units as make sense. What we in ITSM call the service catalog is a single part of a service portal. Ryan Ogilvie (@ryanrogilvie) reminded us that the key to success is ensuring that “the portal makes sense from the customer perspective,” and Phyllis said that one pitfall is to make the portal a front page with a list of silos.

What kinds of organizations should consider building a portal? How do you measure success? Who initiates the request for a portal? Read on for the answers to these and other questions.

(Note: The tweets may not appear here in exact chronological order.)

Join us again this Friday, for our next #HDIchat!


Roy AtkinsonRoy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.


Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat

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