This questionnaire jumpstarts our portal journey together by uncovering the basic landscape of your service management requirements. It should only take 15 - 30 minutes to complete.
Please provide as much information as possible to each question. If you are not sure about the question, go ahead and write your own question in, or write 'n/a'.
Note: All examples given here are for reference only; they are not intended to represent suggestions of requirements.
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How many significant changes have you lived through on the platform. Are your processes still young and transforming wildly, or have you had the time to settle into your applications? Also tell us about any portals you are currently using.
If you need a portal for a custom app, simply describe the application to us. Otherwise, typical self-service portals include services and content like:
- incident/case submission
- service catalog requests
- knowledge base content
- ticket status
- chat support
- external links
- contact info
How many business units, departments, verticals, service desks, etc. will be delivering services or content through the portal.
Many companies have single desk portals, such as an IT portal, or an HR portal. However, there is a fast growing a trend of unified enterprise portals that feature services and content from 2 to 4 desks (IT, HR, Facilities, Legal, etc.).
Some have as many as 16. Don't be shy, there's room for everybody.
Give a high level preview of the services and content which your portal end-users need to consume.
If you are using business services, now's a good time to mention how you relate them to your service catalog and knowledge base.
- IT's service catalog and knowledge base has approximately 6 top level categories: Laptops, Mobile Devices, Peripherals, Access, Applications, Email
- HR has only a knowledge base. Top level categories include: Paychecks, Benefits, Time Off, Policies, Onboarding, Offboarding, Waterboarding
Note that we are using the word 'ticket' as a catch-all for incident, case, or any other type of non-request submission.
How strongly do you want to use a shift left strategy? In other words, how strongly should the portal push self-resolution and ticket deflection?
Here are a few examples:
- It should be as easy as possible for my users to submit an incident/case. If the portal is even slightly burdensome or confusing, they will pick up the phone and call me.
- I want to make sure my users know about our knowledge base. It should be relatively easy and direct for them to submit a ticket, but they should shown relative knowledge content as they do it.
- I am pushing my knowledge base hard on my users. I want to encourage them to look for an answer to their question/issue before putting a ticket in.
Will you have chat support available in the portal? If so, do you already have chat queues configured?
What type of announcements need to get in front of your users? These are things that you want all portal visitors to know about. Some examples:
- Featured Services
- Planned Maintenance
Any edge cases we haven't thought about yet? Things like:
- Phone numbers and emails
- Fine print
- External links
Do you know what might be keeping your users from adopting a portal? Do tickets routinely get miscategorized?
How do you plan to measure the success of your portal? What metrics do you track? Any previous stats you can share us, such as call/email volume, self-resolution trends, etc?
In what ways do you think the portal will need to scale with you?
For example, will you onboard another service desk into the portal? Will your service catalog double in size? Are you adding a knowledge base?
You've reached the end of part one.
The next page is optional. It asks questions about user experience and design. The answers you give will help us greatly when we begin wireframing solutions, but feel free to skip any question. We'll cover everything eventually.