What is the impact of DITA-based IT portals on user self-service and support?

November 10, 2023
|By Bryan Tipper

DITA-based IT portals have a significant impact on user self-service and support, offering several advantages for both end-users and support teams.

Enhanced Self-Service

One of the key benefits of DITA-based IT portals is the ability to provide users with structured, searchable, and easily navigable content. With well-organized DITA documentation, users can efficiently find answers to their questions or solutions to problems without needing to contact support. This self-service capability results in reduced support ticket volume and quicker issue resolution, ultimately improving the user experience.

Structured Content

DITA’s structured authoring allows content creators to provide information in a consistent and clear format. Users can access content that follows a standardized structure, making it easier to understand and follow instructions. For example, DITA can be used to create step-by-step guides for common IT tasks. This structured approach simplifies complex processes, empowering users to troubleshoot and resolve issues independently.

Example:

Here’s an example of structured DITA content that enhances self-service:


<topic id="troubleshooting_network_issues">
  <title>Troubleshooting Network Issues</title>
  <body>
    <section id="check-network-connections">
      <title>1. Check Network Connections</title>
      <p>Ensure all cables are securely connected.</p>
    </section>
    <section id="restart-modem-router">
      <title>2. Restart Modem and Router</title>
      <p>Unplug and wait for 30 seconds before plugging them back in.</p>
    </section>
    <section id="contact-support">
      <title>3. Contact Support</title>
      <p>If issues persist, contact our support team at [email protected].</p>
    </section>
  </body>
</topic>

This DITA topic provides structured guidance for troubleshooting network issues. Users can easily follow the steps, and support information is readily available when needed.