There are two types of user support models today.
Even the best organizations don't always get the new model going for all their processes. In the picture above we have the User Productivity change of processes managed under two different support models at one of our clients. The processes managed under the old model have declined -1.9% over the past 12 months, the processes managed under the new model have improved 2.7%.
So a net difference of 4.6% doesn't sound like much until you consider the following.
These "small" improvements in user productivity are worth millions of dollars. And with most organizations losing up to 17% of their user's time in enterprise applications it is well past the time to move to the new data-driven model.