InvGate Blog

Some IT organizations are still struggling to get their end users – the employees of their organization – to use the provided IT self-service capabilities. In a Service Desk Institute (SDI) survey-based report called “Realizing ROI from Self-Service Technologies” it was found that: “The increase in the adoption of self-service tools is undoubtedly due to the range of associated benefits … reduced support costs, increased customer satisfaction, and around-the-clock support channel. However, the number of organizations that have realized these benefits and have achieved the anticipated return on investment (ROI) are few, less than 12% ...” With this worrying self-service statistic approaching its third birthday, this blog asks five key questions on the current and continued success of IT self-service capabilities.

Technology is upping the pace of work and increasing the rate of change – yes, it’s making our lives easier but at the same time it’s putting some crazy pressures on support teams who are striving to meet customer needs and business demands. IT self-service capabilities exist to help here, along with the ability to reduce costs, empower customers, and increase staff productivity.

At InvGate, our mission is to provide great service with every interaction, be it with our Sales, Support, or Customer Success teams. In fact, the kindness of our people is one of the positive aspects our customers always highlight in reviews. After all, customer satisfaction is a measure of how our products meet or surpass expectations, so we take it very seriously.

For the last few years, employee self-service access to IT services has been offered as up as a key way to reduce costs, speed up resolution/provisioning, and deliver a better service experience. According to both North American (HDI) and UK (SDI) data, over 80% of IT support organizations have already invested in some form of IT self-service technology. It all sounds great until viewed through the lens of benefits realization, when – according to SDI research – only 12% of organizations have realized the expected benefits from their investment in self-service for IT.