Gartner Research

Determine the True Costs of Web Self-Service

Published: 06 July 2012

ID: G00235662

Analyst(s): Johan Jacobs


Many organizations embark on Web self-service projects, because they think using the Web will them save money. However, many costs are often overlooked, and the business case for Web self-service may be inaccurate and incomplete.

Table Of Contents


  • Web Self-Service Defined
  • Infrastructure Costs
  • Costs of Support for Multiple Channels
  • Hidden Demand
  • Knowledge Management
  • Security
  • The Impact of Web Self-Service

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