I re-read this line with some skepticism:

Currently, self-service support channels are severely underused, with only 26% of employees having ever used one.

One of the books in most pleased to have read is A Field Guide to Lies and Statistics – I’ve thought more clearly around quoted numbers and percentages ever since. In this instance though, how 26% was arrived at isn’t as contentious (for me) as the term ‘severely under-used’.

From whose perspective?

In IT support there’s a growing trend toward measuring the experience a person has, instead of whether or not a defined level of assistance was available. I hope this will move us away from progressing through supplier preferred support processes, toward user preferred swift and effective resolution.

Delivering a good outcome beats pushing a cheap intervention.