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Our Take: Evolution of Self-Service IT: Empowering the Modern Enterprise

While we're seeing some improvements with efficiencies and deploying automation in many of our client and prospect organizations, an emerging area or trend that we see "leaders" taking is in the area of "self-service IT." So what are the key trends taking place in this area?

1. According to a survey by Forrester Research, 72% of employees prefer self-service tools to resolve IT issues on their own. 2. Gartner estimates that by end of 2023, 40% of customer-facing employees and 75% of back-office workers in support functions will have access to self-service IT support. 3. The global self-service technology market is expected to reach $49.7 billion by 2025, growing at a CAGR of 10.3% from 2019 to 2025, according to Grand View Research. 4. A study by HDI found that organizations with mature self-service capabilities experience 60% shorter resolution times and 40% fewer support calls. 5. The integration of artificial intelligence (AI) in self-service IT is expected to save businesses $11 billion annually by end of 2023, as per Juniper Research. 6. The use of chatbots in self-service IT is on the rise, with a projected market size of $1.34 billion by 2024, growing at a CAGR of 30.2% from 2019 to 2024, according to MarketsandMarkets. 7. According to a survey by Ivanti, 91% of IT professionals believe that self-service IT can reduce the time spent on support tickets and increase employee satisfaction. 8. A study by Ponemon Institute found that 56% of IT professionals believe that self-service IT can improve security by reducing the risk of human error. 9. The top three reasons organizations adopt self-service IT are increased user satisfaction (70%), reduced support costs (67%), and improved productivity (64%), according to a survey by ManageEngine. 10. The use of mobile devices for self-service IT is growing, with 80% of IT organizations planning to support mobile self-service by 2024, as per a survey by Gartner.

So with these rising trends and stats, let’s dive into this topic…

Self-service IT has become a crucial component of modern enterprise operations, allowing employees to independently address IT issues without relying on dedicated IT support. However, the concept of self-service IT is continuously evolving, expanding its capabilities beyond a basic help desk replacement. In this blog post, we will explore the emerging trends that are fueling the rise of self-service IT and discuss how organizations can leverage this model to enhance productivity, efficiency, and innovation.

1. Growing Smarter with Artificial Intelligence:

Traditionally, self-service IT focused on providing quick answers to simple questions. But with the integration of artificial intelligence (AI), self-service IT platforms can now leverage collected information to offer highly accurate and personalized suggestions. AI-enhanced self-service IT reduces manual support workloads, enables faster issue resolution, and empowers support teams to focus on more complex inquiries.

2. Bringing Shadow IT into the Light:

Shadow IT, the use of unauthorized technology solutions within organizations, poses security risks and can be costly. However, when equipped with proper digital guardrails, self-service IT can address this issue effectively. By emphasizing platform engineering and automation, organizations can strike a balance between security and flexibility, mitigating the risks associated with unsanctioned technology usage.

3. Enhancing Cloud Management:

Self-service IT is well-suited for routine tasks in IT help desks. In a private cloud context, it can be extended to automating resource provisioning, scaling, and deployment. By implementing self-service IT in a private cloud environment, organizations can reduce IT workloads, accelerate operations, and improve flexibility, making it particularly attractive for larger enterprises and regulated industries.

4. Leveraging Expert Knowledge:

Most IT departments consist of various expert centers specializing in different areas. With self-service IT, team members can access knowledge contributed by experts across different domains in real-time, allowing for quicker task completion and reducing the dependency on specific individuals. This democratization of knowledge fosters collaboration and enhances operational efficiency.

5. Enabling One-Stop Data Shopping:

To excel in a rapidly evolving business landscape, IT teams require streamlined access to applications and data across all business units. Self-service IT, when implemented effectively, overcomes manual access barriers by delivering resources efficiently and securely. Creating a self-service portal that provides a one-stop-shop for data discovery, exploration, access requests, and consumption can significantly improve data accessibility and user experience.

6. Democratizing Data:

Self-service IT can democratize data by making it easily accessible to business and data analysts. However, successful implementation requires a structured approach to governance, including data classification, quality assessment, and decentralized access. By centralizing data knowledge and empowering business users to access trusted data, organizations can accelerate decision-making processes and improve overall data utilization.

Key Actions We Recommend:

1. Invest in AI-powered self-service IT platforms: CIOs and CEOs should prioritize the implementation of AI-driven self-service IT platforms to enhance the accuracy and personalization of support. This investment will reduce manual support workloads, improve issue resolution times, and enable IT teams to focus on more complex tasks. 2. Establish clear governance and policies: CIOs and CEOs need to establish robust governance and policies around self-service IT to ensure data security, compliance, and risk mitigation. This includes setting up digital guardrails to address shadow IT, defining access controls, and implementing proper data classification and quality assessment procedures. 3. Foster collaboration and knowledge sharing: CIOs and CEOs should encourage collaboration and knowledge sharing within the organization to maximize the benefits of self-service IT. This involves creating platforms or forums where experts from different domains can contribute their knowledge and make it accessible to all employees, enabling faster task completion and reducing dependency on specific individuals. 4. Embrace cloud-based self-service IT: CIOs and CEOs should consider implementing self-service IT in private cloud environments to automate resource provisioning, scaling, and deployment. This investment will not only reduce IT workloads but also improve flexibility and agility, making it particularly beneficial for larger enterprises and regulated industries. 5. Prioritize user experience and data accessibility: CIOs and CEOs should focus on creating a seamless and user-friendly self-service IT experience for employees. This includes developing a one-stop self-service portal that provides easy access to applications, data, and support resources. By prioritizing user experience and data accessibility, organizations can enhance productivity, decision-making, and overall employee satisfaction.

My Closing comments:

Self-service IT has evolved from a basic help desk replacement to a powerful model that empowers employees, enhances productivity, and drives innovation within organizations. By embracing the emerging trends and leveraging artificial intelligence, organizations can unlock the full potential of self-service IT. However, it is crucial to maintain the accuracy, relevance, and timeliness of self-service offerings through effective content management and knowledge governance. The future of self-service IT holds immense potential for organizations seeking to create a more agile, efficient, and user-centric IT environment.

I know some very bright people in this space and if you have interest in exploring this in more detail, ping me for a personalized briefing on this emerging topic.


Matt Slonaker Founder & CEO of M. Allen (M) 972.740.4300 (E) (W)

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