Wrong Services
Does your self-service catalog offer what users really want?
Even if IT teams focus on the correct audience as the target for their self-service portals, many then fail the next test: Offering the right menu of services that answer end users' top needs. Believe it or not, most end users in your organization don't come to an ITaaS portal because they need a new VM or a certain amount of storage. (You may ultimately set up new VMs and new infrastructures for users' projects, but users don't come to a portal thinking along these lines.) Instead, users often come to a portal with a specific problem or use case they are trying to solve. They hope the portal's IT services will address it, thereby helping them do their jobs better or faster. How well do the services offered on your ITaaS portal address users' hidden problems or use cases?