Service desk (help desk) managers are under pressure to cut budgets. Although outsourcing is a viable approach to reducing service desk costs, a more strategic approach is to deploy self-support tools to allow users to service their own routine needs, reserving the use of help desk personnel for activities that more truly require their intervention. In this study, we examine trends in the adoption of these self-support tools. We look at adoption trends for the composite sample, by organization size, and by industry sector. We also assess the ROI experience of firms that have adopted these technologies, as well as the risk as measured by the percentage of organizations that exceed budgeted amounts for total cost of ownership. (10 pp., 6 figs.)
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