Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.

This tool is designed to help organizations determine their top tactics for cost reduction within the end-user support service area. The tool includes guidance such as:

  • Area Recommendations. Specific tactics to reduce costs and an explanation as to why each recommendation is appropriate for the organization.
  • Savings and Time Frame. The relative amount of savings and the time frame in which the tactic can be implemented.
  • Mitigating Risks and Challenges. Methods to overcome the obstacles that may accompany the recommended tactics.

The tactics provided in this tool are a starting point for organizations seeking to reduce their IT end-user support services costs.


This downloadable tool is associated with the research note, “Reducing Cost-to-Serve: End-User Support Services.”

Related Content


  • Missing comment
    Jeff Heverling | 03-19-2010

    This tool appears to be broken in Q2

    • 9eb6a2810126f534ebf65557616f34d1 comment
      Info-Tech Research Group | 10-21-2011

      Thank you for your comment. Please note that this is a progressive tool where the answers to questions on one tab change the questions that appear on the next one. Complete Questionnaires 1, 2, and 3 in the order that they appear.


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