Who is web-based self-service actually there for?

A report has recently been released in the support industry. 100 people IT and support managers responded to questions about web-based self-service.* The report reveals that an unexpectedly high number of people IT and support managers feel that web-based self-service is a tool that is there primarily to support them rather than users.

68 per cent of all IT and support managers questioned in the survey believe that self-service solutions are important for an effective support organisation. About half (54 per cent) of all IT organisations in the survey in the survey are using web-based self-service or are planning to acquire it. The most common reason why IT and support managers choose this method of support is that web-based self-service relieves the staffed support function. A clear majority, 80 per cent, believe that they use web-based self-support to supplement their staffed support function. The answers in the survey can...

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