User productivity

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.