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Three ITSM Projects for Your Five-Year Plan (PART 5 of 5): Self Service

Posted on January 20, 2016

I’ve had to travel a lot throughout my career in technology. Years ago, I remember having to stand in line at the airport to get my boarding pass. Then, when the internet was adopted by the airlines, they provided the ability to check-in online and print your boarding pass, which eliminated the process of waiting in line. Now, I simply check into my flight using a smart device, and then I present an electronic boarding pass at the gate.

When we look around the world we live in today, it seems everything is moving to self-service portals. Grocery stores, airports, banks, gas stations, and fast food restaurants are examples of places we interact with a self-service portal instead of an actual person. Because of these technological advances, a new culture has emerged in the emerging generation which Gartner has named ‘Gen Z.’

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