Enterprise Request Management (ERM) for Self-Service 2.0

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How Enterprise Request Management (ERM) Cuts Service Costs and Delights Customers

November 2013

ERM: Self Service 2.0

Experiences

Hundreds of experiences with organizations from around the globe

•Empower with knowledge

•Knowledge Bases

•Service Catalogs

What is Self Service 1.0?

Self Service 1.0: Result

•Empower with knowledge•(Nice – but I just want stuff done)

•Knowledge Bases•(End up with a 30-step process to get a VPN account)

•Service Catalogs•(Cool description, but – can I have one?)

Learned: no system – manual/misaligned business processes waste money and

frustrate “customers”

What is Self Service 2.0?

•Empower with process

•Actionable services

•Automated fulfillment

•Things do get done faster•(Simpler, familiar, people will use what actually works, path of

least resistance)

•Reduces frustration/gives visibility•(No longer a black hole, gives confidence)

•Easier to manage your offerings and processes•(Visibility into demand and delivery performance)

Self Service 2.0: Result

Learned: with system – automated business processes save money

and delight “customers”

Goal: repeat across the company

Learned: original scope was just for IT or HR – oops

Learned: IT software is designed to drive ITIL not HR

Learned: HR software does not have the flexibility needed for IT

•Enterprise Request Management

•Self Service 2.0 across the company

•Forms for all services across the company•(IT, HR, Finance, Facilities)

•Automation for all systems across the company•(ITSM, CRM, ERP)

What is ERM?

Why an ERM approach for Self Service?

•Based on success – the whole company will want to participate

•Raise the interface and processes above existing applications• Leverage existing data/systems• Leverage existing processes• Reduce protectionism

•Adds common processes to a common layer

•Adds common interfaces to a common layer

•Delights “customers”!

•Reduces fulfillment costs•Accelerates fulfillment time •Avoids redundant data entry•Gives visibility to status •Framework for Continual Process Improvement•Eliminates the need for multiple system interfaces •Frees the customer to work on higher-value tasks instead of

managing their request

•HR still has great processes and systems for HR•IT still has great processes and systems for IT

ERM improves more than the customer experience

Self Service 1.0

Self Service 2.0

•Empower with process•(Stuff gets done)

•Actionable Services•(Information is collected and sent for fulfillment)

•Automated fulfillment•(Faster, cheaper, repeatable processes)

ERM/Self Service 2.0: Result

http://ERM.info

Bottom Line

Learn more:

An ERM approach to Self Service 2.0 cuts service costs, supports ongoing improvement and delights customers.

Enterprise Request Management (ERM) for Self-Service 2.0

Business