What does a good Enterprise Service Management portal look like?

Every enterprise needs a service portal that is not only functional but is also easy and enjoyable for employees to use; This in turn supports higher adoption rates and improves operational efficiency across the entire business.

We have compiled basic checklist to start you on your way, so you can be sure that your service portal is following industry best practice.

  1.  Focus on the needs of your users rather than technology. Design your portal around their expectations and workflows, ensuring ease of use. 
  2. Ensure simple navigation with clear menus, and easy-to-use buttons.
  3. Use language which is relatable and resonates with your portal users. Avoid IT / technical jargon or acronyms.
  4. Tailor content and recommendations to individual users or groups based on their preferences, roles or personas.
  5. Personalisation enhances engagement and satisfaction.
  6. Maintain consistent themes, logos, fonts, and colour schemes throughout the portal to reinforce your organisation’s brand and identity.
  7. Make your portal design “action-oriented” so users can complete their tasks quickly without any unnecessary steps.
  8. Provide well-organised self-help and knowledge articles that address common issues. Regularly review and update them to ensure relevance and accuracy.
  9. Regularly update your knowledge base to reflect user needs and evolving business processes.
  10. Make sure your portal is fast – speed improves productivity and user satisfaction.
  11. Apply logical content hierarchy – structured, organised, orderly content.
  12. Measure and communicate success by using metrics such as user adoption rates, satisfaction scores, and time savings achieved through self-service capabilities.
  13. Periodically review and continually improve your portal; Gather user feedback regularly to identify areas for enhancement and analyse usage to refine features and improve overall usability.

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The team at Service Dynamics can help ensure your Enterprise Service management portal is high performing, looks great, is easy to use - and supports the productivity objectives of your entire organisation, not just the IT department.

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