Which aspect might lead to a negative effect of a self-service portal?

The aspect that could lead to a negative effect of a self-service portal is the reduced communication between users and IT. In a self-service model, users are often encouraged to resolve their own issues or access information independently. While this can empower users and improve efficiency, it may also lead to a deterioration in the direct interactions between users and IT support teams.

When communication is minimized, important feedback or insights that users might provide during interactions can be lost. This feedback can be critical for continuous improvement in services and support processes. Additionally, users might feel isolated if they encounter complex issues that they are unable to resolve on their own, potentially leading to frustration and decreased satisfaction with IT services.

In this context, while the other options represent beneficial aspects of a self-service portal—like enhancing user capabilities, increasing transparency, and improving issue tracking—they do not highlight the possible drawback of reduced communication, which can create a disconnect and limit the collaborative problem-solving that often leads to better outcomes.