Purpose

Use this checklist before moving a capability from expert-operated fulfilment to self-service consumption.

Checklist

  • The customer persona and job-to-be-done are documented.
  • Provisioning, change and deprovisioning paths are automated or clearly defined.
  • Naming, tagging, ownership and cost attribution rules are enforced.
  • Security and compliance controls are built into the workflow.
  • Observability exists for reliability, cost, adoption and failure modes.
  • Support model, escalation route and service owner are published.
  • Runbooks exist for common failure and recovery scenarios.
  • The fallback path is clear when self-service cannot complete the request.

Decision

Do not ship self-service if the safe path depends on undocumented expert judgement.