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Deploying user self service to automate software requests could collectively save
organizations $8.6bn1 a year in IT help desk costs.
Saving money is only part of the story. 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
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.