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When looking to optimize your IT department, a good place to start is by evaluating your IT service management tool and its self-service portal capabilities. Without the right tool in place, end-users may find it cumbersome to submit tickets or use your self-service portal to resolve issues — opting instead to email or call your IT service desk for help.

An Alabama-based healthcare services company, NaphCare, has been successful with this approach.  They prioritized self-service functionality when evaluating IT service management tools. Not only did they want a stellar portal, but they also wanted it to include key…