Why Your $2M Self-Service Portal Is Gathering Digital Dust: The 3 Pillars of Self-Service Culture Every ITSM Leader Must Master 

A few weeks ago, I was talking to a CIO of a large manufacturing company who shared something that made me pause for a bit. He mentioned that even after spending more than a couple of million on a state-of-the-art self-service portal, the number of tickets within their IT helpdesk had not decreased but had gone up by 15%.