we're using SPD+, but most of our users prefer to use email for request.

And I think it's because, self service portal is too difficult for them. They can't understand what they must do to create a request in SD.

It would be better, when they have an ability to self-help with their request,

ex.

User login to SD Portal

index page welcomes him and ask a question - You have a problem or some thing different

2 buttons

Incedent\Problem and Request

If Incedent

Portal offers small servey like at lufthansa ( https://www.lufthansa.com/online/portal/lh/ru/help_contact/feedback?nodeid=1147910490&l=en&cid=1000348&displayAll=true&contactChannelIndex=0&sourceTaxonomy=Homepage2011 at the bottom of the page - What can we do for you?)

So requester is answering questions step by step and doing what system offers to do.

ex.

I have a problem with my PC, I go to SD selh-help portal, portal ask me a question.

I chouse

problem with my pc -> can't start -> no led active on PC

Portal offers to check -> "is PC electric cabel is in electric plug?" "Are you shure this electric socket is works? Try to connect another device to this electric socket"

If you still have a problem with this error and can't resolve by yourself, click this link

after clicking "this" link request is created automatically

So this system will help to diagnose the problems that users run into..

Think it'll help to provide a better IT service in any company.

Self-help portal is a part of ITIL process, but as I can see, this part still didn't implemented in SDP\SDP MSP