So you’ve implemented an IT self-service portal but how well is it doing?
These stats from a recent survey with Freshworks show that:
- 18% of organizations don’t measure IT self-service portal usage
- 41% of organizations use quantitative measures such as usage volumes
- 21% of organizations use immediate qualitative measures such as employee feedback on transactions
- 18% of organizations use periodical qualitative measures such as generic employee feedback
I’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).
So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others.