Self-Service & Workflows

Reduce the pressure on the IT department with self-service options

Boost productivity with Self-Service & Workflows

The IT helpdesk plays a vital role in supporting staff to enhance their productivity. However, in daily operations, the helpdesk often gets swamped with tickets, leading to delays and pressure. With Self-Service & Workflows, employees have the tools at their disposal to manage more things themselves, allowing the helpdesk to focus on more complex issues.

  • Ease the IT helpdesk’s load: Reducing ticket numbers lessens the burden on the helpdesk, allowing them to operate more efficiently and tackle more challenging issues.
  • Empowerment & satisfaction: Employees are given the opportunity to request IT resources themselves. This enhances their independence and satisfaction, as they don’t have to wait for helpdesk intervention.
  • Reduced waiting time, increased productivity: By cutting down user waiting times, employees can get back to work quicker. This results in a more streamlined workflow and increased overall productivity.

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Why choose Self-Service & Workflows?

Efficiency &
cost savings

With Self-Service & Workflows, routine and common requests can be automated. This means the IT helpdesk spends less time on repetitive tasks and can focus on more complex issues. This not only leads to quicker problem-solving but also significant cost savings in the long run.

employee satisfaction

By empowering employees to manage specific IT tasks themselves, they feel more in control and independent. This results in higher satisfaction and motivation. Additionally, by cutting down on waiting times, users enjoy a more seamless and rewarding experience.

Flexibility & scalability

Companies evolve, and with evolution come changing IT needs. With Self-Service & Workflows, processes can be easily adjusted or expanded to meet these changing requirements. This provides a system inherently designed to be flexible and scalable, allowing businesses to effortlessly adapt to future challenges.

A Look at the Options

Independently requesting IT resources

Employees have the freedom to request IT resources whenever they require them. Whether they need access to a specific application, a new mailbox or additional storage space, everything can be easily and swiftly requested via user-friendly forms.

Automated workflows

Every request is channeled through a pre-defined workflow. This ensures requests are automatically directed to the right individuals for approval, and that all steps are executed consistently and efficiently. For instance, the system can automatically verify if an employee meets certain criteria before granting access.

Flexible delegation of IT tasks

With Self-Service, you can shift the responsibility for specific IT tasks from the IT department to other parts of the organisation. This can be achieved in various ways:

  • Resource owners: These are often functional administrators or licence managers responsible for particular systems or applications. They gain a deep insight into who has access to specific resources and can easily grant or revoke access.
  • Managers: By delegating tasks to them, they become aware of their team’s access rights. This heightens their consciousness of the IT footprint within their department and helps prevent unnecessary licensing costs.

Self-service for end-users

The direct delegation of tasks to the end-user is the pinnacle of self-service. Through this, employees can independently request IT resources using a user-friendly catalogue, without the intervention of the IT helpdesk or their manager. This enhances efficiency and empowers employees to swiftly acquire the tools and access they require. However, while granting this freedom to employees, the organisation does retain control. For instance, requests might first need managerial approval before they’re automatically processed.

Self-Service & Workflows and HelloID Service Automation

HelloID Service Automation is a cloud-based module that is part of the Identity & Access Management (IAM) solution, HelloID. This module empowers employees to manage many work-related tasks independently. For instance, they can request access to IT resources they need. HelloID presents this request to an authorised individual and grants approval automatically. This reduces the need for IT helpdesk intervention, decreasing the number of tickets and thus alleviating the department’s workload.

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Self-Service is a feature of HelloID Service Automation that allows end users or their managers to request or cancel IT resources without the intervention of the IT helpdesk. This reduces the burden on the IT helpdesk, empowers end users and ensures that users gain access to the IT resources they need more quickly.

Workflows are vital in the automated processing of requests from end users or managers. Through Workflows, you can meticulously decide how these requests should be addressed and can distinguish between different IT resources. For example, an access request to a standard application might be auto-approved, but access to an app with elevated licensing costs should always get a departmental manager’s approval.

While Self-Service automates the processing of end-user requests, you remain in the driver’s seat. This is, in part, due to Workflows, which let you dictate precisely how requests should be managed. If preferred, you can specify that all requests should first gain a department manager’s approval.

HelloID’s IAM solution is designed for a quick and smooth implementation. The Service Automation module, especially Self-Service, follows this ethos. However, embracing Self-Service does involve making decisions about how you wish to shape your policy in this area and about the necessary configurations. This might mean developing forms for resource applications, designing Workflows for automatic request processing, and configuring the Self-Service catalogue. Tools4ever’s experts are always on standby to assist you.