Palmu Work's concept and approach for creating consumer level user experience for ITSM Service Portals.

1. designed
with users

2. Employee-centric service portal
The Palmu Service Desk concept
was co-designed with more than 10
international organisations and their
employees. During this extensive
work we deployed Service Design
methods to create consumer-like
experiences for internal services.
With this proven concept we can
help you to get a kick-start for the
design of your employee service
portal.
Main benefits to your employees:
One starting point for all support
services regardless of the service
provider
Fast automated resolutions for
reoccurring issues
No need to categorise service
requests
Direct connection to an expert

3. Happier employees with lower costs
Deploying a Service Portal for your organisation has more to it than just
selecting the right technologies with the latest features. It’s about people,
culture, business goals and underlying technical infrastructure. We can
customise the service portal for your specific needs and capabilities.
How we do it?
Co-design with employees
We find the spots where your employees will get the WOW!-effect by using
methods like co-design, user profiles and continuous measuring of the user
satisfaction.
Feasibility
Our goal is to find the best possible solutions regarding your current
environments and budget. With us You will never end up with dream concept
that can’t be realised. It might not be easy, but we make you discover any
possible obstacles and plan a roadmap that will evolve with your users.
Palmu Business Simulator
We use the Palmu Business Simulator to model the current business case and
to evaluate which parts of the service process would give the most bang for the
buck. The greatest benefit to you is that your entire team will have a shared
understanding of the business case and goals.
Results
Service Portal
Concept
Business Case
Analysis
Recommendations
for next steps

4. Palmu specializes in spurring service business growth through service design. We
identify the sources of customer value and apply this insight to designing new
service concepts, digital channels, and real-world encounters.
Palmu Work has brought this approach to internal services. With us Your
employees will get Consumer-like experiences.
We are driving to change the measuring of ITSM services from traditional SLA Key
Performance Indicators to Customer Satisfaction (NPS). Support Services should
be about overall customer satisfaction and business goals, not just measuring
number of tickets and their solving times.
Let’s make Your users Happy.
Sami Kallio
Palmu Work
CEO, Service Architect
sami.kallio@palmu.fi
+358 50 566 3852
Pasi Nikkanen
Palmu Work
Partner, Service Strategist
pasi.nikkanen@palmu.fi
+358 44 548 0000
is our technical partner.