Users Doing IT For Themselves
The research report was produced in collaboration with cherwell software and the Service Desk & IT Support Show. The purpose of this report was to identify the adoption of self support in the service desk industry and to highlight how it was being used.
The title of this report conveys a broader message about how support is changing in the Service Desk industry. Increasingly we are seeing that users are more able and willing to initiate their own service requests and look to self help to provide them with the solutions to their problems.
The whole concept and execution of service and support is at stake with the accelerated use of self service/help technology - just how deep such trends run will be fully explained and extrapolated in this report.
