ID Number: G00238469



Maverick* Research: Employee Self-Service Is Self-Serving and Suboptimal
25 September 2012
 
Rob Addy  

Employee self-service portals are everywhere. They are being used without thinking. That is the problem. The common belief that such transactional self-service is efficient may be flawed. (Maverick research exposes unconventional thinking and may not agree with Gartner's official positions.)





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Table of Contents

Contents
  • Analysis
    • *Maverick Research
    • The Four Flawed Foundations That Support Employee Self-Service
      • "Employee Self-Service Is More Efficient"
      • "Employee Self-Service Saves Money"
      • "Employee Self-Service Improves Productivity"
      • "People Prefer to Help Themselves"
    • When Should Employee Self-Service Be Used?
    • Getting Employee Self-Service to Serve the Business
      • The User's Interface — Online Service Catalog/Shopping Cart/Requester Portal
      • IT Is Complex — Configuration and Compatibility Matrices/Decision Support Systems
      • Simplifying User Choices — Personalization Engines/User Profiling/Service Targeting
      • Building on What They Already Have — Context Analysis/Prerequisites Validation, and so Forth
      • The Computer Says "No" (or "Yes") — Entitlement Processing/Request Escalation
      • Setting and Managing User Expectations — Federated Status Update Provisioning
      • Cost Awareness Curbs User Spending — Cost Allocation and Chargeback Models
    • Conclusions and Recommendations
      • Employee Self-Service Should Serve the Needs of the Business First
      • Develop Meaningful Metrics on Which to Base Your Actions
  • Recommended Reading
Tables
Table 1.
The Hidden Costs of Employee Self-Service
Figures
Figure 1.
What the New Support Paradigm Is
Figure 2.
What the New Support Paradigm Is Not




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Resource Id: 2174915