Self-Service Automation is core to accelerating Digital Transformation.
Digital organisations thrive on the benefits of agility. They are quick to innovate, quick to bring products to market, quick to fail and quick to succeed. Service Management needs to support this business agility whilst providing the framework to reduce the risk of failures.
The theory is that the more services are available via self-service, the higher the channel adoption and overall customer satisfaction. However, self-service adoption will remain low and customer experience will be impacted heavily should the fulfilment processes supporting self-service channels continue to rely on manual activities.