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The self service completion rate is an IT service desk metric that measures the percentage of level 1 incidents that are self-resolved by the user, without the assistance of a live agent.  Let’s say, for example, that the agents on a particular service desk handle 4,000 incidents per month through voice, chat, and email.  Another 1,000 incidents per month are resolved through user self-service (e.g., through a password reset tool).  For this hypothetical service desk the self-service completion rate is 1,000 self-service incidents ÷ 5,000 total incidents = 20% self-service completion rate.

The self-service completion rate is typically driven by the adoption of technologies that enable users to resolve their own incidents.  The most common of these technologies include password reset tools, online FAQ’s, and self-help portals that give users access to the solutions knowledge base.  Some of these tools are quite powerful, and offer the users robust search capabilities for finding a solution to their specific need.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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