Is Self-Service Serving Its Purpose?

Self-service has plays an integral role in the support structure of the modern service desk.

This report seeks to shine a spotlight on self-service by analysing the motivations of the organisations that implement it, understand the challenges they have faced, and what benefits they achieved at the end. Furthermore, it seeks to understand the ambitions and plans of organisations that are yet to embark on their implementation journey and analyse the obstacles that are inhibiting their progress.

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