Gartner Research

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

Published: 25 September 2012

ID: G00238469

Analyst(s): Rob Addy

Summary

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

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