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ERM: Self Service 2.0
How Enterprise Request Management (ERM)
Cuts Service Costs and Delights Customers
November 2013

Cop...
Experiences

Hundreds of experiences with
organizations from around the globe

Copyright © 2013
ERM.info
What is Self Service 1.0?
•

Empower with knowledge

•

Knowledge Bases

•

Service Catalogs

Copyright © 2013
ERM.info
Self Service 1.0: Result
•

•
•
•
•
•

Empower with knowledge
(Nice – but I just want stuff done)
Knowledge Bases
(End up ...
Learned: no system – manual/misaligned
business processes waste money and
frustrate “customers”

Copyright © 2013
ERM.info
What is Self Service 2.0?
•

Empower with process

•

Actionable services

•

Automated fulfillment

Copyright © 2013
ERM....
Self Service 2.0: Result
Things do get done faster
• (Simpler, familiar, people will use what actually works, path of
leas...
Learned: with system – automated
business processes save money and
delight “customers”

Copyright © 2013
ERM.info
Goal: repeat across the company

Copyright © 2013
ERM.info
Learned: original scope was just for IT or
HR – oops

Copyright © 2013
ERM.info
Learned: IT software is designed to drive
ITIL not HR

Copyright © 2013
ERM.info
Learned: HR software does not have the
flexibility needed for IT

Copyright © 2013
ERM.info
What is ERM?
•

Enterprise Request Management

•

Self Service 2.0 across the company

•

Forms for all services across th...
Copyright © 2013
ERM.info
Why an ERM approach for Self Service?
•

Based on success – the whole company will want to participate

•

Raise the inter...
ERM improves more than the customer
experience
Reduces fulfillment costs
• Accelerates fulfillment time
• Avoids redundant...
Self Service 1.0

Copyright © 2013
ERM.info
Self Service 2.0

Copyright © 2013
ERM.info
ERM/Self Service 2.0: Result
•

•
•
•
•
•

Empower with process
(Stuff gets done)
Actionable Services
(Information is coll...
Bottom Line

An ERM approach to Self Service 2.0 cuts service costs,
supports ongoing improvement and delights customers.
...
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Enterprise Request Management (ERM) for Self-Service 2.0

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Self service 1.0 focused on empowering employees with knowledge, for example: type in a question or issue and get instructions on how to resolve it. Helpful, but - employees just want to get stuff done.

Self service 2.0 is about empowering empowering employees with processes. It's actionable. Things get done - and employees have visibility into progress the whole time, so they can keep up to date on the status of requests without meetings, emails and phone calls.

Enterprise request management (ERM) is a strategy that combines an intuitive web-based portal front end with an automated process workflow "backbone" application that automates approval, scheduling and fulfillment tasks by securely communicating among core enterprise and departmental applications.

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

Published in: Business, Technology
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Enterprise Request Management (ERM) for Self-Service 2.0

  1. 1. ERM: Self Service 2.0 How Enterprise Request Management (ERM) Cuts Service Costs and Delights Customers November 2013 Copyright © 2013 ERM.info
  2. 2. Experiences Hundreds of experiences with organizations from around the globe Copyright © 2013 ERM.info
  3. 3. What is Self Service 1.0? • Empower with knowledge • Knowledge Bases • Service Catalogs Copyright © 2013 ERM.info
  4. 4. 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?) Copyright © 2013 ERM.info
  5. 5. Learned: no system – manual/misaligned business processes waste money and frustrate “customers” Copyright © 2013 ERM.info
  6. 6. What is Self Service 2.0? • Empower with process • Actionable services • Automated fulfillment Copyright © 2013 ERM.info
  7. 7. Self Service 2.0: Result 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) Copyright © 2013 ERM.info
  8. 8. Learned: with system – automated business processes save money and delight “customers” Copyright © 2013 ERM.info
  9. 9. Goal: repeat across the company Copyright © 2013 ERM.info
  10. 10. Learned: original scope was just for IT or HR – oops Copyright © 2013 ERM.info
  11. 11. Learned: IT software is designed to drive ITIL not HR Copyright © 2013 ERM.info
  12. 12. Learned: HR software does not have the flexibility needed for IT Copyright © 2013 ERM.info
  13. 13. What is ERM? • 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) Copyright © 2013 ERM.info
  14. 14. Copyright © 2013 ERM.info
  15. 15. 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”! Copyright © 2013 ERM.info
  16. 16. ERM improves more than the customer experience 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 Copyright © 2013 ERM.info
  17. 17. Self Service 1.0 Copyright © 2013 ERM.info
  18. 18. Self Service 2.0 Copyright © 2013 ERM.info
  19. 19. ERM/Self Service 2.0: Result • • • • • • Empower with process (Stuff gets done) Actionable Services (Information is collected and sent for fulfillment) Automated fulfillment (Faster, cheaper, repeatable processes) Copyright © 2013 ERM.info
  20. 20. Bottom Line An ERM approach to Self Service 2.0 cuts service costs, supports ongoing improvement and delights customers. Learn more: http://ERM.info Copyright © 2013 ERM.info

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