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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 is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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