Gartner Research

Driving the Adoption of IT Self-Service

Published: 04 February 2010

ID: G00173790

Analyst(s): David Coyle, Richard T. Matlus


The benefits of IT self-service are well-known and proven. However, IT must drive end user adoption for it to be successful and reduce IT service/help desk costs

Table Of Contents
  • Overview
  • The Self-Service Business
  • Examples of IT Self-Service
  • Barriers To Adoption of IT Self-Service
  • Driving the Adoption of Self-Service
    • Costs
    • Ease of Use
    • Limit Support via Other Channels
    • Marketing
    • Time
    • Reporting

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