We transform service desk delivery to self-help delivery.  We do this by shifting service fulfillment away from expensive on-site delivery resources to the most cost-effective level – ultimately, that means end user self-service.   A strong self-service solution requires optimized processes that enable the distribution of problem resolution to the lowest appropriate support level and drives continuous improvement.

Let’s review the traditional IT service delivery with a typical three-tiered support structure standard in many organizations today:  Level 1 (first line of support), Level 2 (first point of escalation for incidents not resolved at Level 1), and Level 3 (highest level of support typically engineers).  Clearly, Level 3 has the most experienced and highest resolution cost; and Level 2 is generally more experienced with a longer average time to resolve at higher cost than Level 1.  Introducing self service support drives many of the support requests being handled as calls to Level 1 to Level 0 providing customers with self service options that previously required support staff intervention.  Level 1 then has the capacity to resolve more complex problems previously referred to Level 2 for resolution and in turn, Level 2 begins taking ownership and resolving incidents that were historically sent to Level 3, ultimately freeing Level 3 engineers to focus on business and/or product development.

As resolution residence shifts to a lower cost point, the continuous improvement plans focus on perpetuating the cycle of continually identifying opportunities for increasing Level 0 offerings and usage.  This is what is meant by the Preferred End User Support Model.  Such a shift in support resources obviate the need to increase the support staff reducing direct labor costs and allows for more employee succession reallocating resources to other roles without losing valuable skill sets and knowledge.  Taken as a whole, the result could be a significant financial savings and/or cost avoidance.  Also, driving problem resolution to the most cost effective support level increases end user satisfaction, and improves the moral of the service desk staff.