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User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst.

For example, the analysts 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 (that is, through a self-help portal that includes a password reset tool).

For this hypothetical service desk, the self-service rate is 1,000 self-service incidents ÷ 5,000 total incidents = 20% user self-service.

Why is this important?

Last year, the average cost of resolving an incident at level 1 in North America was about $22. If some of these incidents can be deflected to self-service, that reduces the headcount requirements and hence the cost of the service desk.

One final thought… You don’t want your users spending a lot of time searching for solutions to their IT problems. At MetricNet our rule-of-thumb is that a user should not spend more than 10 minutes at a time trying to self-resolve an incident. Any more time than that in the self-help portal is probably costing the enterprise more in lost user productivity than it is saving.

Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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