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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 205: Modernizing the Service Portal: Let the Humans Be Heard!

Phyllis Drucker  (Industry Thought Leader, EZ2BGR8)

Location: Grand Caribbean 10

Date: Tuesday, November 14

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

How would you like to create a service portal your employees (or customers) will love?

Much of the reason for the portal-user experience disconnect is that we've continued to grow and mature from the original portals of early 2000s by introducing new tools and features along the way without actually modernizing the experience. The biggest problem with many older portals is simply that they were designed to scale IT, but the modern approach focuses on how we can change the user's experience of the portal and support.

Today's modern portal approach has several areas that are different from legacy portals:

  • A modern portal is designed for the human experience (think Humanizing IT at the level of the portal)
  • AI and automation converts the portal to a communication tool for repairs that seem ticketless to the end user
  • Modern portals integrate with Identify Access Management and HR tools to streamline employee transitions

This session focuses on the expectations for a modern service portal experience and how to create one. Go beyond the service request catalog and learn how to redesign a portal your humans will love!