What Is a Self-Service Portal?

A self-service portal offers users more convenience and flexibility as they can access resources and materials independently within an organization. In the context of this article, we discuss the uses of a self-service portal among IT service providers and MSPs.

What is self-service?

Self-service is an approach that empowers end-users to solve IT-related issues on their own and without the assistance of an IT service desk technician. This is useful for simple concerns, such as resetting passwords or resolving network issues, through relevant articles, FAQs, guides, and chatbots.

For example, within NinjaOne, we offer a wide range of general knowledge articles (like this one) in our IT Hub and specialized scripts in our NinjaOne Script Library. We also offer an intuitive chatbot that directs users to four different options, whether that’s to book a meeting or speak to a human customer agent.

Regardless, the goal is to streamline the resolution process of simple IT concerns to improve overall customer satisfaction.

Types of self-service portals

In IT, there are generally three types of self-service portals.

• Customer self-service portals. These guided resources help customers resolve issues or learn about a specific product, service, or feature.
• Employee self-service portals. These are found in more hybrid workforces that need to manage administrative and HR tasks across different geographical locations. Employee self-service portals serve the same function as their customer counterparts, offering resources and solutions for common IT issues. Depending on your organization’s structure, you may want to further delineate your employee self-service portal for every department.
• IT self-service software. These solutions provide 24/7 access to tools and solutions, reducing the burden on IT teams. IT self-service software for MSPs and IT departments can serve various functions, including knowledge base, product training, and providing flexible help channels.

Benefits of a self-service portal

The main advantage of a self-service portal is that it minimizes IT ticket volume. While there are numerous ways to optimize your helpdesk, one avenue rarely discussed is equipping users with the tools and knowledge they need to resolve simple IT tasks.

Self-service portals help end-users readily access solutions without depending on support agents. This significantly reduces the time your support agents spend responding to IT tickets and allows them to focus on more critical issues and strategic projects. Reducing simple IT tickets could also help optimize your IT budget, as you spend less money addressing and resolving straightforward tasks.

Challenges in using a self-service portal

We’re refraining from using the term “disadvantages” because self-service portals generally benefit any organization. Nevertheless, some challenges may arise when adopting a self-service portal. Let’s look at some of them.

• It may take some time to learn: If you’ve never used a self-service portal before, it may take time to ensure widespread acceptance, especially among employees. You must consider user training and communication to ensure new users can use the system properly.
• It must be kept up-to-date: It’s important that you have a dedicated team that maintains the self-service portal and ensures that every knowledge base is up-to-date.
• It requires updates: Consider a feedback and QA process to assess the portal’s effectiveness. Talk to end-users and see if they know how to use the portal and if it’s easy to use.

What to look for in a self-service portal

When looking for a self-service portal, consider the customer journey. Put yourself in your end-users’ shoes: What common IT issues would they be searching for? What information would they need to resolve these issues? What is the easiest way for them to access this information?

Consider as well:

• Is it visually attractive? Look for a self-service portal with a user-friendly interface, including accessibility and readability across various devices and platforms.
• Is it easy to use? Find a solution that allows users to find relevant information quickly. Solutions should be found within one resource as much as possible without requiring users to jump several pages.
• Is it comprehensive? A good self-service portal should seamlessly integrate with existing systems to ensure proper data flow.
• Is it secure? Ensure your chosen self-service portal is compliant with relevant industry standards and regulations.
• Is it centralized? Ideally, look for a self-service portal that allows you to find everything you need in a single platform.

We’ve written a more in-depth guide on what to look for in a self-service portal here.

NinjaOne empowers users with its self-service portal

NinjaOne is an endpoint management company trusted by 20,000+ customers worldwide. Within its highly-rated RMM software, it offers an end-user self-service IT portal that enables remote access and the ability to restore backed-up files to end-users and their designated devices, even when they are off-premises.

If you’re ready, request a free quote, sign up for a 14-day free trial, or watch a demo.