That being said, fixing a proper definition of the service portal is essential. A service portal is a simple tool that aids be as helpful as possible to simplify things for the customer, and to a certain extent, it makes the service side easy for the organization. As far as the service portal is concerned, it can be rightfully called the source that connects the company and the customer to a significantly reduced level where a comfortable communicable and reachable relationship is established between the customer and the organization. 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 organization through this service portal are enormous. Like the internet was described earlier, it brings the world to your palm, and the service portal brings the world-class services of the organizations.
For example, consider the service portal of an E-commerce website; a customer's involvement in the transactions continues even after the product is delivered. So, considering the steps before that, when the customer wishes to track their order, they can sit in 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 even contact a customer service executive without making much effort. All of these are certain privileges that the organization provides voluntarily. This makes it simpler for the organization that certain services automatically reach the customers without much manpower and effort from their side. All it takes is a website or a mobile application to satisfy the customer.
It is evident in many cases that too many options might turn sour for both sides. Especially when the customer has the right to control certain aspects of the organization's relationship, it becomes risky for both the customer and the organization because the customer might need to learn how to proceed with certain things. Secondly, in rare cases, it might lead to disastrous results for the organization. But dealing with all of these, it is safe for the organization to hold back the number of service rights given to the customer. But dealing with all of these is for the organization to hold back the number of service rights granted to the customer.
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 ITSM. It merely replaces the functions of a service desk in most organizations, becomes mobile-friendly, and fits the palm of the user. It is mainly used by the user to deal with service requests and the way to fetch the solution from the organization. For example, considering a food delivery organization, if there is an issue after the food has been delivered, the user needs to find a way to contact the restaurant and either get a replacement or get their money back for the wrong or spoilt order.
The organization provides an application with features to contact customer support executives. These customer support executives have ways to consider the user's details, and this method varies based on the organization. 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 favorable solutions that might benefit the customer in most cases, and sometimes the organization. So, the customer, in the end, gets to replace their food or receives the money in hand based on the negotiations they have had, and all of these happen with little 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. Then the organization assigns an executive to deal with the card, and then the customer gets to keep track of the increased key or request. Then finally, the necessary, possible solution is provided, and there the service tool works on bringing the service to the hands of the customer.
As far as a service tool in an IT service management side, it is an integral part of the ITSM software that focuses mainly on customer service simplicity and satisfaction with minimal effort from the customer's side. It is basically service brought to the customer instead of the customer seeking it.
