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

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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About Marcel Shaw 60 Articles
Marcel Shaw is a technology blogger focusing on ITSM, ITAM, and Endpoint Management at marcelshaw.com. Marcel has worked as technical consultant for more than 25 years for industry leading IT companies with a focus on United States government agencies. Marcel's experience also includes working as a legal expert witness for IT management. Marcel writes about industry technology trends and best practices. He incorporates his views and his many years of experience to provide unique technology advice for people that manage and support IT solutions. Marcel Shaw graduated from Brigham Young University in 1991. Marcel has worked in both pre-sales and post-sales roles for companies such as Softsolutions, Novell, Dell, Softricity, Gateway, Landesk, and Ivanti. Marcel’s expertise and experience include networking technologies (LAN, WAN), IP infrastructure. Internet Caching technology, Storage and Fibre technology (SAN), Security Standards and Technologies, Document Management, Directory Services (NDS, AD, LDAP), Federal Security Standards and Requirements (DIACAP, FDCC, USGCB), ITIL, Asset Management (ITAM), endpoint Management, and endpoint security. Marcel has worked extensively with United States federal agencies solving IT problems. These agencies include USDA, NIST, FDA, DEA, DHS, FBI, DHA, Whitehouse Communications, Army, Air Force, Navy, Joint Task Force, NIH, Social Security Administration, IRS, NOAA, and FAA among others. All of Marcel's posts are edited by Carrie Shaw (@carrieshaw). She is not only a very good editor, but a great wife. Thank You

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