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Modern ITSM Practices: Service Portal


ITSM stands for Information Technology Service Management, and it is one of the most well received and well-recognised factors to be considered in any leading industry or any other business entity. As the name suggests, it is used to manage the services that the company can provide to the customers, and it also deals with the quality of the service that is offered to the customers. The IT service management does this with the help of several very well received ITSM tools.

That being said, it is essential to fix a proper definition of the service portal. A service portal is a simple tool that aids to be as useful as possible to make things simpler for the customer and to a certain extent, it makes the service side easy to the organisation. As far as the service portal is concerned, it can be rightfully called as the source that connects the company and the customer to an extremely reduced level where a comfortable communicable and reachable relationship is established between the customer and the organisation. The service portal brings services to the hands of the customer, and they can find products from across the world at the tip of their fingers. The services provided by the organisation through this service portal is enormous. Like the internet was described earlier that it brings the world to your palm, the service portal brings the world-class services of the organisations to your palm.

For example, consider the service portal of an E-commerce website, a customer’s involvement in the transactions continues even after the product is being delivered to them. So, considering the steps before that, when the customer wishes to track their order, it is possible for them to sit within their house and keep track of the product and see where it is. They can also keep track of the timings, the current orders in progress, past orders executed and can even contact a customer service executive without making much effort. All of these are certain privileges that the organisation provides voluntarily. This makes it simpler for the organisation that certain services automatically reach the customers without much manpower and effort from their side for all it takes is a website or a mobile application to satisfy the customer.

But dealing with all of these, it is safe on the organisation's side to hold back the number of service rights that is given to the customer. It is quite evident in many cases that too much of options might turn sour for both sides. Especially when the customer has rights to control certain aspects of the organization's relation, then it becomes risky for both the customer and the organization because for one, the customer might not have the idea on how to proceed with certain things and secondly, it might lead to disastrous results to the organization in rare cases.

Beyond the risks mentioned above, the service portal of the ITSM software has proved and still stands to be one of the critical aspects of global development in terms of ITSM. It merely replaces the functions of a service desk in most of the organisations and becomes mobile friendly and fits the palm of the user. It mostly is used by the user to deal with service requests and the way to fetch the solution from the organisation. For example, considering a food delivery organisation, if there is an issue after the food has been delivered, then the user needs to find a way to contact with the restaurant and either get a replacement or get their money back for the wrong or spoilt order.

For this, the organisation provides an application with features to contact customer support executives. These customer support executives have ways to find the details of the user in consideration, and this method varies based on the organisation. So, once the user makes the call or sends a message related to the customer support executive connected to the complaint in concern, the customer support executive fetches details of the restaurant and tries favourable solutions that might benefit the customer in most cases and sometimes the organisation. So, the customer, in the end, gets to replace their food or receives the money in hand based on the negotiations that they have had and all of these happens without chaos and without much physical work from both sides.

Based on the example mentioned above, the process is simple. The customer or the user raises a request or a ticket, and then the organization assigns an executive to deal with the card and then the customer gets to keep track of the increased ticket or request and then finally, the necessary, possible solution is being provided and there the service tool works on bringing the service to the hands of the customer.

So, as far as a service tool in an IT service management side is concerned, it is an integral part of the ITSM software that focuses mainly on the customer service simplicity and customer satisfaction with very minimal effort from the customer’s side. It is basically service brought to the customer instead of the customer seeking the services.

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