Not a Gartner Client?
Want more research like this?
Learn the benefits of becoming a Gartner client.
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.)
Table of Contents
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
- *Maverick Research