Maverick* Research: Employee Self-Service Is Self-Serving and Suboptimal



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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

  • 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
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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