Symptom: The customer-service function must deal with many low-level calls that really should be handled within the client organization.
The more the clients invest in training, the less dependent they are on the help desk. This reserves the customer-service function for the more difficult questions and problems, a better use of resources.
A burden of low-level requests may indicate over-dependence on the organization, i.e., a lack of client self-sufficiency.
Another (more generic) way to state the problem is as follows:
