Self-Service & Workflows

Increase Productivity with Self-Service & Workflows

The IT service desk plays a critical role in supporting employees to optimize their productivity. However, in daily practice, the service desk is often overwhelmed with tickets, leading to delays and increased pressure. With Self-Service & Workflows, employees get the tools to handle more on their own, which allows the service desk to focus on more complex issues.

Reduced Workload on the IT Service Desk: By reducing the number of tickets, pressure on the service desk decreases, which enables the team to work more efficiently and focus on more challenging tasks.
Autonomy and Satisfaction: Employees can request IT resources themselves. This increases their autonomy and satisfaction because they do not have to wait for service desk intervention.
Less Waiting, More Productivity: By reducing user wait times, they can get back to work faster. This leads to a smoother workflow and higher overall productivity.

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Why Choose Self-Service & Workflows?

Efficiency &
Cost Savings

With Self-Service & Workflows, routine and frequent requests can be handled automatically. This means the IT service desk spends less time on repetitive tasks and can focus on more complex issues. The result is faster problem resolution and significant long-term cost savings.

Increased
Employee Satisfaction

By enabling employees to perform certain IT tasks themselves, they feel more in control and independent. This leads to higher satisfaction and motivation. Wait times are reduced, resulting in a smoother, more satisfying user experience.

Flexibility &
Scalability

As companies grow and change, their IT needs can change as well. With Self-Service & Workflows, processes can be easily adjusted or expanded to meet these changing needs. This ensures a system that is both flexible and scalable, which allows organizations to adapt to future challenges with ease.

A Selection of Capabilities

Request IT Resources Independently

Employees can request IT resources themselves when needed. Whether it is access to a specific application, a new mailbox, or additional storage, everything can be requested quickly and easily through user-friendly forms.

Automated Workflows

Each request can be guided by a predefined workflow. This ensures that requests are automatically routed to the right people for approval and that all steps are performed consistently and efficiently. For example, the system can automatically check whether an employee meets specific criteria before granting access.

Flexible Delegation of IT Tasks

With Self-Service, you can shift responsibility for certain IT tasks from the IT department to other parts of the organization. This can be done in various ways:

Resource Owners: These are often functional administrators or license managers who are responsible for specific systems or applications. They gain deep insight into who has access to which resources and can easily grant or revoke access.
Managers: Delegating tasks to them gives visibility into their team’s access rights. This increases awareness of their department’s IT footprint and helps prevent unnecessary licensing costs.

Self-Service for End Users

The ultimate form of Self-Service is delegating tasks directly to the end user. Employees can request IT resources through a user-friendly catalog without intervention from the IT service desk or their manager. This increases efficiency and enables employees to quickly obtain the tools and access they need. While you give employees this freedom, your organization retains control. Requests can, for example, be submitted to a manager for approval first before being processed automatically.

“We also use Tools4ever’s password reset tool. After a one-time registration, students and staff can reset their passwords themselves at any time.”

Erwin Derksen

Stichting Limburgs Voortgezet Onderwijs (LVO)
“Through the IAM app, which is populated with data from Access Governance, the workflows for requesting and assigning requestable entitlements have been configured. These are the rights associated with the specific tasks a person performs. Through the IAM app a manager can request these rights for an employee, and an employee can also do this themselves. This concerns rights for departmental folders and a variety of systems and applications.”

Jan van Pijkeren

Zorggroep Noorderboog

Self-Service & Workflows and HelloID Service Automation

HelloID Service Automation is a cloud-based module that is part of the HelloID Identity and Access Management (IAM) solution. The module enables employees to handle many work-related tasks themselves. For example, they can request online access to the IT resources they need. HelloID submits this request to a responsible approver and assigns it automatically after approval. As a result, the IT service desk needs to assist employees less frequently, the number of tickets is reduced, and the department is relieved.

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Frequently asked questions

What is Self-Service?

Self-Service enables end users or their managers to request or revoke IT resources without intervention from the IT service desk. This relieves the IT service desk, increases end-user self-sufficiency, and ensures users have the IT resources they need more quickly.

What are Workflows?

Workflows play an indispensable role in the automated processing of requests from end users or managers. With Workflows, you define in detail how these requests must be handled, and you can differentiate between various types of IT resources. For example, you can define that a request for access to a standard application should be approved automatically. In contrast, a request for access to an application with high licensing costs must always be approved by a department manager.

Do I lose control with Self-Service?

Although Self-Service automates the processing of requests from end users, you remain in full control. This is supported by Workflows, which let you define in detail how you want to process requests. If desired, you can also ensure that every request must be presented to a (department) manager for approval before execution.

Is adopting Self-Service complex?

Adopting Self-Service does require decisions about how you want to shape your policy in this area and the necessary configurations. This includes creating the forms required for requesting resources, defining Workflows for the automated processing of requests, and setting up the Self-Service catalog. Tools4ever experts are available to support you.