The self-service IT portal is one of enterprise IT’s most persistent good ideas with consistently poor implementation. The idea is sound: employees who can resolve their own IT issues without contacting the helpdesk reduce the support burden, resolve their issues faster, and build a level of IT self-sufficiency that benefits the organization. The implementation failure is that self-service portals are almost universally designed to make it easy for IT to publish content rather than easy for employees to find solutions to their problems.