"Of all service desk contact volume, as much as 40 percent could be solved through IT self-service, but only 5 percent of issues actually are solved by IT self-service, according to Gartner, Inc. By 2015, the majority of IT organizations will have less than 10 percent of the contact volume managed by IT self-service. "IT self-service is a great concept, enabling and empowering end users to solve their own IT problems, thereby allowing support organizations to gain efficiencies through a reduced incident and request workload, " said David Coyle, research vice president at Gartner. "However, building a best-in-class IT self-service portal does not guarantee that end users will utilize it." Following extensive client research, Gartner analysts have identified four common myths that organizations have regarding IT self-service. Gartner believes that these myths and the associated realities, in combination with low IT service desk maturity, are the factors that prevent IT organizations from successfully delivering IT self-service."

Gartner