Survey results revealed that many end users are now able to successfully resolve their own problems without involving IT, with 34 percent of respondents reporting that they solve IT challenges on their own at least most of the time, if not more frequently. This is compared to only 19 percent of respondents who indicate that they rarely solve their own problems.
This trend is likely the result of expanding resources available at the fingertips of end users, such as search engines and video tutorials.
When looking for IT help outside of IT departments, respondents most often turn to a number of different resources in their quest to resolve their issues. Among these options are Google (58 percent), co-workers (45 percent) or corporate resources (39 percent).
In fact, only 17 percent of the respondents immediately reach out to IT when they have a problem, while 68 percent give it a few tries on their own, before seeking assistance.
This may indicate that because end users are fairly successful in resolving their own challenges, they are more likely to try to resolve their issues on their own before reaching out to IT. This frees up IT departments to focus on more complex issues and challenges that end users face.