How the IT support industry is growing up – ‘self-help’ models signify the future

An end-user services research study also uncovered a highly successful IT resolution ‘self-help’ model that had reduced the number of IT incidents by 41.5% and achieved a contactpoint split where:

  • 54.7% of IT incidents were resolved full-automatically via the ‘self-help’ system;
  • 36.8% were resolved semi-automatically (users start the resolution; specialists complete it);
  • just 8.4% of incidents resulted in calls to the service desk.