ERM – A TLA With ROI for the CIO

Enterprise request management (ERM) isn’t just another jargon-y three-letter acronym (TLA). It drives significant cost savings over time.

The first layer of savings results from moving offline (paper and phone) request processes online. This generally reduces the costs of addressing incidents and requests by about 60%.

money-calculatorHowever, much of this “low-hanging fruit” has already been plucked in most organizations. Whether working with services from HR, IT, facilities,  training, or accounting, fewer and fewer paper or phone-based processes remain.

The second, and more significant, layer of savings comes from automation. One highly visible example is banking. The advent of drive-through lanes increased the productivity of bank tellers incrementally; ATMs eliminated tellers from transactions completely. But ATMs still need to be installed, replaced, serviced and maintained by humans—online banking and mobile banking apps avoid the need for even that labor.

Automation can reduce the costs of service delivery and request fulfillment by 90% or more. That provides an idea of the potential magnitude of savings with ERM.

Other areas of direct and indirect financial benefit from centralizing and automating business service request processes include:

  • Increased accuracy in request and approval routing;
  • Reduced approval time;
  • Improved first-time fulfillment accuracy;
  • Audit trail of all actions and approvals for compliance purposes;
  • Capture of quantitative and qualitative metrics to support continuous process improvement; and
  • For service providers—competitive differentiation and faster new-customer onboarding.

Request management is of course not the only area ripe for automation (or more broadly, the application of ITSM tools and principles),  but it is the most common. Other common areas include knowledge management, CRM, and problem management.

With pressure on IT to “do more with less,” ERM provides an excellent opportunity to reduce costs and make IT budgets stretch farther. The benefits aren’t solely financial, certainly—ERM also makes life easier for employees and improves the shared-services customer experience. But when the CEO and CFO are looking for ROI (with reasonable TCO), ERM is a TLA to know.

Download these ERM white papers to learn more.


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