What's your organization's level of IT self-service success?

  • 3 September 2021
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In a recent joint survey with Freshworks, we found that only one in five organizations (21%) think that the expected ROI for their self-service investment was achieved.

How does this stat lie with your organization’s experiences with self-service? 

And if you’re one of the 21%, what would you recommend that others do to be successful with self-service?


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Here’s some extra flavor to the headline…

In addition to the 21% ROI-success statistic, only 16% or organizations reported that their IT self-service capabilities to be “Great – Our employees love using it.” Whereas 43% stated that they are “OK – Our employees aren’t fans but still use it” and 14% that they are “Poor – Our employees avoid using it.”

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