What type of channels should users have access to for successful service engagement?

For successful service engagement, users should have access to all essential service interaction channels. This approach ensures that different user preferences and needs are met through various modes of communication. Not all users prefer or are able to utilize digital channels, while some may favor face-to-face interactions, phone support, or other forms of communication.

Having a diverse set of channels, including digital, in-person, and telephone options, allows users to choose the most convenient method for them. It also helps ensure that organizations can reach a broader audience, accommodating varying levels of technology proficiency and personal preferences. Furthermore, providing multiple channels can enhance user satisfaction, improve engagement rates, and allow for more effective communication overall.

This comprehensive access is in line with the ITIL 4 principles, which emphasize co-creation of value and ensuring that services are designed and delivered in ways that are more accessible and beneficial to all stakeholders.