The key to portal adoption is two-fold. First, employees need to understand the benefits to them. It shouldn’t be any sort of inconvenience. They surely don’t want to add another…
Simply put, the service catalog is like a restaurant menu for requesters. The process of submitting a service request should be easy for users, just like customers at a restaurant.
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.