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 the intervention of a staff member. Unconsciously, we already make constant use of end-user self-service solutions, from the self-checkout in the supermarket to the banking app on our smartphone. At work too, we can arrange more and more things independently with a single click; whether it is a leave request or changing your password.
In this knowledge article we explore 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 still make a distinction is that in the professional context of organisations and businesses there are in practice two types of self-service:
With 'end-user self-service' it concerns employees who arrange matters directly themselves, such as taking a day of leave or requesting a software licence.
In addition there is 'manager self-service' which allows managers to arrange matters online independently for their own team members. For example, scheduling training or adding an employee to a SharePoint group.
Both are forms of self-service, although there are clear differences during implementation. That is why this article focuses specifically on user self-service.
Types of end-user self-service
We already mentioned a few everyday end-user self-service examples, but if you list all the possibilities, you can distinguish several categories. We provide some examples:
Digital self-service services: These are services such as Netflix, Spotify, or e-learning services that are handled in the cloud. Not only are customer interactions online, the subsequent service delivery is also fully digital.
Customer self-service portals: More and more companies and organisations such as banks, insurers, telecom and energy companies, and public authorities offer their own customer portals, chatbots, or apps through which customers can handle their affairs directly online. This ranges from online changes through to invoice processing.
Employee self-service portals: These are portals of organisations through which their own employees can arrange their HR matters as much as possible directly online. Ranging from viewing payslips and annual statements to requesting training and leave.
On-site self-service portals: These are portals for physical services that you can arrange on the spot without assistance from a staff member. Examples range from cash machines to self-checkouts, unmanned petrol stations, and ticketing systems.
E-commerce services: These are specialised self-service portals for ordering products online in which the underlying supply chain has also been increasingly automated. After ordering you can check at any time the status of your order and when it will be delivered. In the meantime you can still adjust things, and if the trousers do not fit there is also an automated returns process.
IT self-service, from TOPdesk to Service Automation
As an IAM provider we primarily deal with end-user self-service delivery within the IT domain. With this so-called IT self-service, employees of an organisation can complete more and more actions independently online. For example, with IT Service Management applications such as TOPdesk you can easily report incidents online, order laptops and other hardware, or reserve a meeting room. With our HelloID Service Automation module employees can request software licences, modify access rights, or reset their password independently.
It is important to realise that such IT self-service solutions can still be implemented in different ways under the bonnet:
Many service management solutions provide an IT self-service portal through which you can submit requests independently online. At the same time the back-office processing of such a request often still sits with a helpdesk agent. The user experience is already much better in that way, but the processing remains manual work.
There are also more and more 'true' IT self-service automation solutions in which the further processing is executed directly in the back-end systems. The HelloID Service Automation module, for example, not only provides a user-friendly user interface, the platform can also process requests automatically straight away.
What is an end-user self-service portal?
We also provide a self-service portal through which, as a user, you can manage your matters from a single digital environment. The advantage is that such a portal can be tuned automatically to your circumstances. Licences or rights that do not apply to your role or user profile will therefore not be displayed. The options that do fall within your remit are shown automatically within your self-service portal.
It is also good to note that this is not necessarily yet another new portal. Such an end-user self-service environment can be integrated seamlessly with, for example, the organisation's existing social intranet.
Why is end-user self-service important?
End-user self-service provides a win-win solution with benefits for both users and organisations:
Efficiency and time savings, because end users can handle their matters directly themselves without having to wait for a staff member.
Cost savings, because no staff member is required to carry out routine tasks.
Improved user satisfaction, because people can take care of their matters at any time and are no longer dependent on opening hours and staff availability.
Higher reliability, since fewer errors are made in automated self-service processes.
Better scalability, because you can scale operations without having to hire additional staff.
Improved productivity, because staff can focus on the more complex requests and issues.
Better traceability, because all actions are recorded automatically in automated self-service processes.
This also provides more insight into user behaviour and enables further optimisation of service delivery.
HelloID self-service in practice
Let us illustrate this within our own HelloID environment. Within this platform we already provision many accounts and access rights automatically based on a person's role, department, and location. In many cases this allows around 80% of all account and management actions to be automated in advance.
The remaining 20% concerns individual requests. For example, an individual request for a licence, access to a shared mailbox or a shared network share, a name change, or a password reset. With HelloID Service Automation we can further streamline and automate these administrative actions as well.
We also provide a controlled adoption path, because end-user self-service maturity is a consideration. In business environments not every employee always prefers self-service. In healthcare, for example, some staff either do not wish to engage with an IT self-service portal or lack the knowledge to do so. Those people prefer to call a front office or consult a digital buddy. Therefore, within our Service Automation module you can always handle requests via the helpdesk as well. There is also the so-called 'manager self-service' capability where managers, key users, or digital buddies can easily make changes for their team members using delegated forms.
Nevertheless we usually see organisations supporting more and more requests through full IAM end-user self-service. Users can then request licences and access rights directly, after which those requests are executed automatically. This does not mean you lose control over the use of your IT assets. Configurable workflows ensure that each self-service request is first checked by the relevant manager(s). That intermediate step is fully online, and as soon as a request has been approved it is executed automatically in the back-end systems.
HelloID offers 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 then ensures that the actions are applied correctly to the underlying systems.
Want to know 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.