ESS Common Weaknesses

Example list of common weakness in ESS.



Flexible Working Environment

demoWorker mobility and office space reduction. 

Updated: April 27, 2014


IT improvements paid for by office space saving


Updated: Jul 1, 2014


Securing business data

demoRole level access control to applications and data.  

Updated: November 5, 2014

Employee Self Service weak points

Ineffective Self Service points

The following are a list of the weak points often found with existing services provided for employees. These can be a source of staff frustration. 

List of weak points

The sequence does not indicate the order of value.

  • Double keying between systems plus manual coordination of activities
  • Services being supplier rather than user centric
  • Duplication and inconsistency with data for people, places and assets
  • Asset configuration information does not support all required processes
  • Measurement and reporting for management of ESS is fragmented
  • Separate systems without common data sharing between HR, Facilities and IT services
  • Booking for office resources does not cover all, desks, rooms, parking, loans
  • Self service screen is limited to managers, service desk or local support
  • Permission rules and progress are not built into the workflow
  • System does not communicate job sheets to mobile delivery / engineering
  • Major incidents not communicated via employee self service screen
  • Self help via reading or download is not integrated with ESS
  • Responsibility, cost and capacity management are subject to doubt
  • Multi Language assistance is an ignored opportunity

Indicators of weakness

Poor process usually provides ad hoc delivery of services without consistency. Additional manual process is often added to improve the end user experience. Really effective process achieves both appreciation and cost efficiency. 

Possible first step

A close examination of a single process can identify gaps with the existing Employee Self Service. For more detail click Process Discovery, for uncovering gaps in the existing ESS operating processes. If using a single selected process this needs to be one which is likely to demonstrate improvement opportunity. Alternatively we can assess the whole Service Operating Model.


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