Expanding Service Catalogs Across the Enterprise – Five More ERM Use Cases
As noted here previously, the concept of enterprise request management (ERM) is centered on expanding the use of a business (not just IT) service catalog across organizational functions. Common areas of expansion beyond IT services include human resources (HR—as well as other departments involved in new employee onboarding); facilities (e.g., for arranging meetings); and accounting (e.g., expense reporting).
But the applications for a service request portal and back-end process automation certainly don’t stop there. ERM can provide value to any shared services group or function. Here are five more real-world use cases for ERM.
Maintenance staff keep buildings and facilities clean, comfortable and operational. This group can define and refine services offered to employees ranging from heating/cooling issues and broken glass repair to dealing with accidental damage or suspicious spills.
The ERM portal is an ideal spot to present employees with options for utilizing company vehicles or special equipment, as well as requesting maintenance on or reporting issues with company-owned vehicles. The back-end process automation simplifies checkout and return processes, while reducing manual efforts and costs.
Supplies (or other vendor catalogs)
Employees may be permitted to order certain types of supplies or other items directly from approved-vendor catalogs. However, the company may not approve of every item in the catalog, or want to allow all employees to view all approved items.
ERM portals are designed to integrate easily (and selectively) to external systems like online vendor catalogs. Providing catalog access in this way not only simplifies the ordering process for employees (because everything gets ordered through the centralized ERM portal), but also enables display of only selected items and control of which items are displayed based on employee role and login.
Most organizations provide a range of training and continuing education opportunities—from informal lunch-and-learn and other on-premises sessions to seminars and conferences to tuition reimbursement for university courses—to employees in different groups and roles.
Different types of training may be company-wide; offered through HR to select groups; provided on a departmental basis; even arranged by individual managers. Keeping up with the available range and timing of offerings can be challenging for employees. Presenting training options as services through an ERM portal simplifies and organizes these opportunities for staff to expand knowledge and skills.
An ERM implementation can be integrated with any type of travel-related resource, from travel /hotel / airline sites to the corporate rental car provider and program to arranging international wireless phone coverage. Again, the back-end automation helps enforce “best practices,” and monitor and control costs.
Even a limited or partial ERM implementation can have a noticeable impact in terms of reducing service request costs. But extending ERM across functional groups multiplies the cost-, time-, and labor-saving benefits of this approach.