End-User Self-Service
What is End-User Self-Service?
End-user self-service is a concept in which users can order and manage services or products online without assistance from staff. We already use end-user self-service solutions constantly, from self-checkout at the supermarket to the banking app on our smartphone. At work, we can also handle more and more tasks ourselves with a single click, whether it is a time-off request or changing our password.
In this article, we examine end-user self-service in more detail. What types of self-service options exist, what benefits does it deliver, and what should you consider during implementation? We also focus specifically on our IAM self-service solutions.
Why the term end-user self-service?
Why do we use the term ‘end-user self-service’ here? Is it not simply self-service, since for many people the two terms are synonymous? The reason we make a distinction is that in professional settings, there are often two types of self-service:
‘End-user self-service’ is when employees handle tasks directly, such as requesting time off or a software license.
There is also ‘manager self-service,’ which allows managers to handle tasks online for their own team members. Examples include scheduling training or adding an employee to a SharePoint group.
Both are forms of self-service, but there are clear differences when you implement them. That is why this article focuses specifically on end-user self-service.
Types of End-User Self-Service
We have already mentioned a few everyday examples of end-user self-service, but if you inventory all options, several categories emerge. Here are some examples:
Digital Self-Service Offerings: These are services such as Netflix, Spotify, or e-learning services that are handled in the cloud. Not only do customer interactions occur online, but the service delivery is fully digital as well.
Customer Self-Service Portals: More and more companies and organizations, such as banks, insurers, telecom and energy companies, and government agencies, provide their own customer portals, chatbots, or apps that let customers handle their business directly online. This ranges from online changes to billing.
Employee Self-Service Portals: These portals, provided by organizations, allow employees to handle HR tasks online whenever possible. This ranges from viewing pay stubs and annual statements to requesting training and time off.
On-site Self-Service Portals: These are physical service portals you can use on the spot without staff assistance. Examples include ATMs, self-checkout, unattended gas stations, and ticketing systems.
E-Commerce Services: These are specialized self-service portals for ordering products online, with the underlying supply chain increasingly automated. After placing an order, you can check the status at any time and see when it will be delivered. You can adjust details in the meantime, and if you do not want the item, there is an automated return process.
IT Self-Service, from TOPdesk to Service Automation
As an IAM provider, we primarily work with end-user self-service within the IT domain. With IT self-service, employees can handle an increasing number of tasks online on their own. For example, with IT Service Management applications such as TOPdesk, you can report incidents online, order laptops and other hardware, or reserve a meeting room. With our HelloID Service Automation module, employees can request software licenses, modify access rights, or reset their passwords on their own.
It is important to recognize that such IT self-service solutions can be implemented in different ways:
Many service management solutions provide an IT self-service portal where you can submit requests yourself online. The back-office processing of such a request is often still handled by a helpdesk agent. The user experience already improves, but fulfillment remains manual.
There are also more and more ‘true’ IT self-service automation solutions that execute requests directly in the back-end systems. The HelloID Service Automation module not only offers a user-friendly interface but can also automatically process requests.
What is an End-User Self-Service Portal?
We also provide a self-service portal that lets users manage their tasks from a single digital environment. The advantage is that the portal can be automatically tuned to the local context. Licenses or entitlements that do not apply to your role or user profile will not appear. Options within your scope are automatically displayed in your self-service portal.
It does not have to be yet another new portal. An end-user self-service environment can be seamlessly integrated with, for example, the organization’s existing social intranet.
Why is End-User Self-Service Important?
End-user self-service delivers a win-win with benefits for both users and organizations:
Efficiency and time savings, because end users can handle their requests immediately without waiting for staff.
Cost savings, because no staff is needed to perform routine tasks.
Improved user satisfaction, because people can take care of their tasks at any time and are no longer dependent on operating hours or staff availability.
Higher reliability, because automated self-service processes reduce errors.
Better scalability, because operations can be scaled without hiring additional staff.
Improved productivity, because employees can focus on more complex requests and issues.
Better traceability, because automated self-service processes automatically log all actions.
This also provides deeper insight into user behavior, helping further optimize service delivery.
HelloID Self-Service in Practice
Let us give an example within our own HelloID environment. The platform already provisions many accounts and access rights automatically based on a person’s role, department, and location. In many cases, this automates about 80 percent of all account and administration actions in advance.
The remaining 20 percent concerns individual requests. These can include an individual request for a license, access to a shared mailbox or shared drive, a name change, or a password reset. With HelloID Service Automation, we can streamline and automate these administrative actions as well.
We provide a controlled adoption path because end-user self-service maturity also requires attention. In business environments, not every employee always prefers self-service. In healthcare, for example, some employees do not want to or do not have the knowledge to use an IT self-service portal themselves. They would rather call the front office or consult a digital buddy. That is why requests can always be handled through the help desk within our Service Automation module. There is also ‘manager self-service’ functionality, where managers, key users, or digital buddies can easily make changes for their team members with delegated forms.
In practice, we usually see organizations supporting more requests through full IAM end-user self-service. Users can request licenses and access rights directly, after which those requests are executed automatically. That does not mean you lose control over your IT assets. Configurable workflows ensure that the relevant manager or managers first review each self-service request. The approval step is fully online, and once approved, the request is executed automatically in the back-end systems.
HelloID provides more than 200 available connectors to other IT applications. The user only has access to the end-user self-service functionality of the Service Automation module, and the software ensures that the actions are executed accurately in the underlying systems.
Want to Learn More About Helpdesk Delegation?
Want to learn more about the end-user self-service capabilities of our HelloID Service Automation module? The Service Automation page on our site provides a complete overview of the functionality and options.