Self Service and Delegation are different aspects of the same process. Activate is designed around the premise that tasks should be given to the end-users and managers as much as possible. This frees up IT resource and saves time and money.
This requires that there is a good Workflow and Approval mechanism that enables users' requests to be routed and approved by the appropriate person.
Self Service
Self Service is the ability to perform actions on your own behalf. This may include:
- Resetting your password
- Requesting a new Application, piece of Hardware or any other Service
- Requesting access to a Corporate resource like a Distribution List or File Folder
These tasks are performed quickly and easily without Helpdesk or IT intervention in most cases.
Approvals and automated Workflow and Provisioning make this safe and easy to perform.
Delegation
Delegation of tasks and responsibilities to the business provides significant advantages to both the business and the IT support organisation. Delegation is one step beyond Self Service, where a user is given the rights to request or act on behalf of other users in the Organisation. For example, a 'Manager' may be given the right to request and approve new Applications for people who report to them.
Again, approvals, automated Workflow and Provisioning make this safe and easy to perform.
Workflow
Workflow is the process that occurs when a task has been submitted and is being processed. Workflow processes can include Approval and Notification steps as well as automated Provisioning steps.
More information on Activate workflow can be found
here.