The best approach for a large-scale implementation (5000 users) is to provide guidance that is simple, user-centric, and practical. Simple guidelines are more likely to be read and followed by a diverse user base than detailed ones. A key aspect of successful self-service is ensuring users know what to do when their request is an exception or when the tool fails. Clearly defining who to contact for exceptions provides a necessary support channel, prevents user frustration, and ensures that non-standard requests are handled efficiently, aligning with the ITIL guiding principle of 'focus on value'.

A. "Detailed guidelines" are often ignored by users, especially in a large audience. This approach is less effective and can lead to low adoption rates.

B. While the service desk needs to be trained, the primary guidance should be for the users themselves to promote self-sufficiency, which is the goal of a self-service portal.

D. Outlining differences is part of organizational change management but does not serve as the primary operational guidance for using the new portal itself.

1. AXELOS

ITIL® 4: Direct

Plan and Improve. TSO (The Stationery Office)

2020.

Section 4.3.3

'Communication': This section emphasizes that communication must be tailored to its audience. For a large

non-technical user base

this means communication should be "clear and easy to understand

and should not contain jargon or overly technical language." This supports the "simple guidelines" aspect of the correct answer.

Section 2.4

'The ITIL guiding principles': The principle of 'Focus on value' (Section 2.4.1) implies that the portal and its supporting documentation should be designed from the service consumer's perspective to be as useful and easy to use as possible. Simple

clear instructions with a defined exception process co-create value.

2. AXELOS

ITIL® 4: Create

Deliver and Support. TSO (The Stationery Office)

2020.

Section 5.2.8

'Service request management': This section discusses the importance of clear and simple request procedures. It states

"To make the best use of service request management

organizations should standardize and automate request fulfillment workflows as much as possible... Users should be provided with clear and simple instructions." This directly supports providing simple guidelines and a clear path for exceptions.