Self service empowers end users and lowers organizational costs.  It does require time and money to set up and maintain.  Unless end users actually use the self service solutions made available to them, the investment will not achieve its potential.  But if implemented correctly, self service solutions offer extensive benefits to both the organization and to the individual.  Renowned market researcher, Gartner estimates that 40% of all IT service and support can be resolved through self service; but it reports that only about 5% actually are.

Via self service, end users can immediately reap improved service with no time boundaries; access is available via the Internet on a 24 x 7 basis.  The key component to self service is the knowledge base, or what Gartner has termed – KBS, knowledge base self service.  The knowledge base can be made easy to access, and once assessed it is repeatable and consistent.  If maintained properly, the knowledge base should be accurate, current and relevant.  Once end users get access to a self service system that has been well executed, they rarely want to leave.  Indeed, IT self service users are among the most loyal users anywhere.