As part of our online support strategy, Intel IT developed a self-service PC Health Check utility to deliver better customer support, improve response time, and increase employee satisfaction--while reducing operating costs.
PC Health Check empowers employees to quickly run a series of diagnostic tests and resolve problems without assistance from the Service Desk, saving time that was previously required from a service technician.
PC Health Check demonstrates a new model for successful IT support delivery, yielding cost savings (shown in Figure 1) while reducing overall total cost of ownership (TCO). Usage initially increased about 8,000 percent, from 686 times in 2006 to 54,230 times in 2007. Current usage remains steady, and we plan to continue adding enhancements to increase employee satisfaction with IT support.