Are there any intangible benefits from offering self-service?
Probably the biggest one for IT professionals is that offering self service capabilities allows IT to improve its meaningful contribution to the organization. Manually resetting passwords & unlocking accounts is a necessary evil, but are there any IT professionals who consider that kind of routine, repetitive task to be meaningful? Doubtful. Your IT staff is a valuable resource, and providing self-service capabilities to your end users will free up that valuable staff to work on more important, more complicated, more strategic tasks. This means you’ll get better utilization out of your staff, which is another kind of IT asset, and frankly, they’ll probably start enjoying their job a whole lot more.