The Help-Desk Efficiency Report 2010
This survey from 1E looks at the time and money spent on corporate IT help desks, and finds that creating self-service software installation systems and automating help-desk requests could remove a huge source of frustration and enormous financial costs from almost any company.
From the intro to the report:
Two thirds of users in the United States and United Kingdom will wait up to a week or more for software they request through their IT help desk. Today, many users expect far higher levels of service from their IT departments than they have in the past. These users are tech-savvy and are used to getting the technology they need, when they need it.
1E is committed to helping its customers improve IT efficiency by identifying and reducing costs and waste. We commissioned Vanson Bourne to research IT help desk efficiency and user behavior in an effort to raise awareness of how help desk calls and costs could be dramatically reduced.
This report highlights a number of challenges for many IT departments in organizations of all sizes. Over a third of users perceive little or no value from the money their IT department spends on them each year. Many users feel it would be quicker and easier if they were empowered to simply help themselves.
