Economics of self-service
- For every $1 in cost savings at the help desk, there are usually $2 in productivity improvements for users.
- Productivity does not appear in a tidy line-item in a single departmental budget.
- Productivity is hard to measure -- did the user just have a coffee with the time we saved?
- Most organizations are unable to use improved productivity to justify investments in service automation, but users should nonetheless be told that this is one of the expected outcomes.