Gartner Research

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

Published: 25 September 2012

ID: G00238469

Analyst(s): 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.)

Table Of Contents


  • *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

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.