Self-Service Operations is a design pattern that helps Operations teams decrease support costs while improving agility and responsiveness. Self-Service Operations enables you to safely shift operations activity to where your workforce can be best utilized. This includes moving the ability to take action, by pushing a button or calling an API, closer to the problem or party in need.
Employing Self-Service operations clearly benefits Operations teams, while also boosting the productivity of the teams that they serve and improving overall business efficiency. In high-performing companies that have already applied this design pattern, we've observed that the benefits accrued by each constituent group (Operations and the groups served by Operations) reinforce each other and compound over time.
Calculating a return on investment for Self-Service Operations will always depend on a company's unique environment. However, we've found the following methods of measuring ROI to be effective for most organizations: