Learn how ERM fits into a Self Service 2.0 strategy, empowering employees across the enterprise with actionable processes.
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A visual representation of how ERM works, and how to calculate the savings in service costs. Feel free to re-publish and share!
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With ERM, a single Web-based request portal replaces manual processes and disparate departmental online request form front-ends. An automated task management “backbone” application then manages approvals, scheduling and fulfillment through securely communicating with and between departmental software platforms used by IT, HR Finance, Operations, Facilities and other function areas.

The ERM Model


■ Makes self-help easy (intuitive Web-based portal requires no user training).
■ Leverages existing software systems to minimize training, costs and business disruption.
■ Accelerates fulfillment by automating approval and fulfillment processes.
■ Provides visibility into fulfillment processes to improve workflow and eradicate bottlenecks.
■ Enables users to view the current status of their request at any time.
■ Improves productivity by freeing users to work on higher-level tasks rather than manually managing their


In a typical fulfillment process, a request to initiate a project might be require action and approvals from as many as eight different functions within the business before the project is kicked off. Throughout the process, the onus is on the requestor (customer) to consciously and actively manage the  workflow through emails, phone calls and meetings, which consumes time and money and often leads to a high level of customer frustration.

Managing a request without ERM


With ERM, request fulfillment is actively managed by an automated system—not the customer. In this federated collaboration approach, a single, easy-to-use request portal replaces emails, phone calls and disparate department online request form front-ends. The automated task management “backbone” application manages approvals, scheduling and fulfillment through securely communicating with and between departmental software platforms.

Request management with ERM

ERM is “function-agnostic”— at a high level, it can apply to any type of service (IT, HR, facilities, etc.). The service customer needs no understanding of the specific back-end processes. Tasks are automated wherever possible, minimizing fulfillment time, labor hours, and the risk of errors due to manual data entry. The end result is happier (internal or external) customers, faster service delivery, and reduced request and fulfillment costs.