Self Service 2.0 goes beyond earlier static efforts (e.g., knowledge bases and service catalogs) to actionable self-service with automated fulfillment. Enterprise Request Management (ERM) is a strategy that makes self service faster and cheaper while delighting the customer.

1. ERM: Self Service 2.0
How Enterprise Request Management (ERM)
Cuts Service Costs and Delights Customers
October 2013
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2. Experiences
Hundreds of experiences with
organizations from around the globe
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3. What is Self Service 1.0?
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Empower with knowledge
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Knowledge Bases
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Service Catalogs
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4. Self Service 1.0: Result
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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?)
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5. Learned: no system – manual/misaligned
business processes waste money and
frustrate “customers”
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6. What is Self Service 2.0?
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Empower with process
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Actionable services
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Automated fulfillment
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7. Self Service 2.0: Result
Things do get done faster
• (Simpler, familiar, people will use what actually works, path of
least resistance)
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Reduces frustration/gives visibility
(No longer a black hole, gives confidence)
Easier to manage your offerings and processes
(Visibility into demand and delivery performance)
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8. Learned: with system – automated
business processes save money and
delight “customers”
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9. Goal: repeat across the company
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10. Learned: original scope was just for IT or
HR – oops
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11. Learned: IT software is designed to drive
ITIL not HR
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12. Learned: HR software does not have the
flexibility needed for IT
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13. What is ERM?
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Enterprise Request Management
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Self Service 2.0 across the company
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Forms for all services across the company
(IT, HR, Finance, Facilities)
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Automation for all systems across the company
(ITSM, CRM, ERP)
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14. Copyright © 2010 Kinetic
Data
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15. Why an ERM approach for Self Service?
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Based on success – the whole company will want to participate
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Raise the interface and processes above existing applications
• Leverage existing data/systems
• Leverage existing processes
• Reduce protectionism
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Adds common processes to a common layer
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Adds common interfaces to a common layer
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Delights “customers”!
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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
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HR still has great processes and systems for HR
IT still has great processes and systems for IT
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17. Self Service 1.0
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18. Self Service 2.0
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19. ERM/Self Service 2.0: Result
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Empower with process
(Stuff gets done)
Actionable Services
(Information is collected and sent for fulfillment)
Automated fulfillment
(Faster, cheaper, repeatable processes)
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20. Bottom Line
An ERM approach to Self Service 2.0 cuts service costs,
supports ongoing improvement and delights customers.
Learn more:
www.kineticdata.com/erm
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