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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.
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Copyright © 2013 ERM.info
How Enterprise Request Management (ERM) Cuts Service Costs and Delights Customers
November 2013
ERM: Self Service 2.0
Copyright © 2013 ERM.info
Experiences
Hundreds of experiences with organizations from around the globe
Copyright © 2013 ERM.info
•Empower with knowledge
•Knowledge Bases
•Service Catalogs
What is Self Service 1.0?
Copyright © 2013 ERM.info
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
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.info
•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
Copyright © 2013 ERM.info
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
•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?
Copyright © 2013 ERM.info
Copyright © 2013 ERM.info
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
•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
Copyright © 2013 ERM.info
Self Service 1.0
Copyright © 2013 ERM.info
Self Service 2.0
Copyright © 2013 ERM.info
•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
Copyright © 2013 ERM.info
http://ERM.info
Bottom Line
Learn more:
An ERM approach to Self Service 2.0 cuts service costs, supports ongoing improvement and delights customers.