IT organizations continue to face tight budgets and headcount restrictions that threaten to reduce the quality of service. This is taking place while IT's role is being expanded to be the single point of contact for both IT and non-IT issues. Plus, the credibility of the IT help desk is based on key metrics that are often affected by the lack of adequate resources. Metrics include first call resolution, call handle time, escalation rates and average time in the queue. These metrics are used as gauges to determine the end-user's level of satisfaction and the support agent's success. This paper shows how online knowledge-enabled self-service is a proven way to help manage these demands. ServiceWare's applications are helping companies deal with the challenging tasks of service and support. One can increase their service levels, improve satisfaction, and quickly begin recognizing a compelling return on investment.
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