Empowering the Workforce


This white paper discusses four key elements for modernizing service management through engaging user experiences, including: • Full mobility – With more mobile devices than people on the planet and increasingly mobile workforces, it’s essential to equip the workforce with the full power of the service desk on every device. • Consumerized self-service – Business users demand an intuitive, engaging self-service experience that improves the way they work. • Embedded social – Social collaboration and crowdsourcing capabilities must be embedded within standard workflows to maximize adoption and harness the power of the crowd. • People centric – The user experience should be focused on empowering people, keeping process enforcement behind the scenes.