Our ticketing system doesn't include a self-service portal. We'd like employees to find IT help articles and install basic approved software without needing a ticket every time. What options are worth considering, especially if we want to keep costs and clutter down?
What are you using for an employee IT self-service portal?
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_v52!drainthimble.8
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Start by separating the knowledge base from software installation. They don't necessarily need to live in the same product. SharePoint or OneNote could cover internal help articles, while a device management tool provides an approved app catalog.
If you already have those tools, check what they can do before buying a large service management suite just for the portal.
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Intune with Company Portal is one option for letting employees install approved apps. It can also fit into a broader device management setup, but check your licensing first. Microsoft 365 Business Premium includes Intune, while other licensing arrangements may differ.
I wouldn't treat it as a complete asset management system just because it manages devices. There were also concerns about inconsistent app pushes, so that's worth testing before committing.
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For a more combined service desk and knowledge base, take a look at Freshservice or ManageEngine. Compare the employee-facing experience as well as the admin side. A portal that feels cluttered may not get much use, even if it has every feature on the list.
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If software installs are the main goal, you have alternatives to a full service desk platform. Software Center with SCCM, Action1, Tanium and NinjaOne were all suggested for software deployment or self-service. Check the current features and pricing against your requirements before picking one.
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And keep the articles easy to find. Even a well-stocked knowledge base won't stop everyone from opening a ticket.