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Advisory Note: Self-Service Help Desks - Can Knowledge be Pushed to the End-User?
Enterprise Management Associates, June 2007, Pages: 3
The Knowledge Push - In recent years the IT industry has maintained that it is less costly for the end-user to solve its own IT problems; less costly for both the end-user, the IT staff, and the company’s bottom-line. As more and more businesses the world over implement self-service as a means to provide goods and services more quickly and more cheaply, it has become evident that leveraging self-service in the world of the IT Help Desk allows IT to capitalize on those same economies. A quicker, cheaper, better product always equals customer satisfaction. But can customer satisfaction be maintained if self-help is too confusing and cumbersome?
To operate a Help Desk in the traditional sense - human one-on-one for each issue - is resource intensive and costly. So a Push to rely on technology to relieve the strain is a natural outgrowth, especially if it’s available 24x7x365. Not only do the metrics support the impetus to help customers to help themselves, but Help Desk customers see the advantage gained by getting quicker issue resolution. If they’re saving time, then they’re saving money too.
There is a bumper crop of software and technological 'solutions' to alleviate the strain on the IT Help Desk and its associated costs. To be useful the software must be implemented properly. In other words, if the information being pushed is accurate, easy to understand, simple to implement, and appropriate to that end-user in that location, only then does it add value. Ensuring that these variables are in place is key to its success.
To determine the effectiveness of currently available solutions, we will first examine methods allowing the end-user to access Help Desk information and the pros and cons of whether they really are aligned with the end-user’s needs. Next we’ll look at how Help Desks are constructing their interface with their public, i.e., their self-service window. Then we’ll consider whether customers are technologically savvy enough to gather and apply resolutions to their IT problems.
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