Maximising Self-Service Adoption - Virtual

27 October 2021

Create a successful self-service adoption strategy and maximise your customer experience levels


“73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption.”


This specialist one-day workshop will guide you in creating a successful strategy to overcome the issues many service desks face with the adoption of self-service. You will be supported to configure ways to communicate these strategies to your team and to encourage customers to use your self-service portal more frequently.

During the workshop you will learn about these key factors:

  • The Strategy for Self-Service
  • Customer Engagement
  • Marketing and Communications
  • Knowledge Management
  • Continual Service Improvement

To help you create a successful self-service adoption strategy you will be provided with planning documents, analysis exercises to aid planning and advice and guidance from an experienced service and support practitioner.

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

About our one day workshops

The short video below explains some of the different one day workshops available, how they came about and why they benefit IT services on a number of levels.

Or scroll down to view further info on this particular workshop…

Workshop Outline

This one-day workshop will cover:

  • The Strategy for Self-Service– understand the purpose and objectives of self-service and the business value it needs to deliver.
  • Measures of Success– consider the critical success factors, targets and KPIs that underpin the strategy.
  • Process integration– understand the relationship between self-service and service management processes to ensure they are efficient, effective and seamless.
  • Customer Engagement– explore the importance of adopting an outside-in approach to designing or improving self-service by analysing current usage and engaging with customers.
  • Engagement Methodologies– identify and review the options available for finding out what is really important to your customers
  • Defining the customer experience– explore use case scenarios to define the experience for different types of customer
  • Marketing– consider marketing opportunities and develop a marketing plan for promoting self-service aligned with the customer experience
  • Communications– develop a communications plan aligned with your marketing strategy
  • Knowledge Management– review the principals of knowledge management best practice and the importance of customer-centric knowledge for self-help
  • Continual Service Improvement– identify quality assurance activities and using ongoing feedback to sustain effort and develop a roadmap for the future
After the workshop delegates will be able to...
  • Explain the business strategy for self-service
  • Identify objectives, critical success factors and KPIs for the channel
  • Identify and integrate with existing processes
  • Analyse customer behaviours and gain commitment
  • Develop and use case scenarios to improve the customer experience
  • Develop a customer focussed knowledge management process
  • Establish standards for quality assurance
  • Develop a marketing and communications plan
  • Ensure a continual service improvement focus
Workshop Details

This is a virtual, interactive workshop delivered in an online classroom environment by our trainer (live)

The day runs from 09:00 – 16:45 with two 15-minute refreshment breaks and a 45-minute lunch break.

Prefer to run this workshop in-house?

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>

Course Requirements

Every delegate will need:

  • Microsoft Windows based PC with broadband connection
  • Internet Explorer 6.x or 7.x
  • Browser with ActiveX controls and VBScript enabled
  • You may need administrative permission on the PC to allow the download of additional software (if required)
  • Headset or speaker for your telephone for comfort
  • Quiet place to work
  • The courseware and hand-outs provided by SDI

Related Courses

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