The Most Important Brand in Request Management

What’s the most important “brand name” in enterprise request management (ERM)?

The most important brand in service request managementIs it one of the service catalog software vendors who provide request portal-building applications? One of the VARs or consulting firms that assists with ERM implementation? Perhaps an outsourced service provider who can supply ERM as a service?

No. The most important brand in ERM is: yours.

Your ERM portal is the face of your organization’s shared services groups to your employees. It should reflect and support all of  the expense and effort put into building your brand over the years, and the values your brand stands for. That means a portal that’s “branded” with your business, government agency, or non-profit organization’s logo, colors, fonts, terminology, and other elements.

The objective of an ERM project is to create a portal that employees want to use, in order to shift requests online from less efficient methods like phone calls, emails, paper forms, faxes, or hallway meetings. Portal branding and ease of use are critical elements in encouraging both a sense of “ownership” by shared services functions and adoption by employees.

Because your brand is the most important when implementing an ERM strategy, here are several questions to help evaluate potential portal or service catalog software providers:

  • Does the software permit complete customization of the “look and feel” of the portal—logo, colors, fonts, etc.? If you have an internal design team, can the software provider help you develop a portal interface that matches the design team’s vision?
  • Does it provide complete control over the fields and questions presented? Can fields,  questions, and the service items presented vary based on the employee’s role and geographic location? Can questions dynamically change based on the answers to previous questions?
  • Does it allow employees to easily check on the status of pending requests, without having to make a phone call to “see where things are at”?
  • Does the software work with your existing identity management system (single sign-on)?
  • Does it support responsive design for mobile device display?
  • Are branding and customizations “persistent” so they don’t need to be re-created whenever the software is updated?
  • Is the software designed to easily present services from departments beyond IT (HR, facilities, finance, customer service, maintenance, etc.)? Does it provide tools enabling process owners to create their own service items, with minimal assistance from IT?
  • Does it enable automation of complex services that cross departmental boundaries, like new employee onboarding?
  • Finally, and crucially, does the portal software meet your functional requirements beyond UI design customization?

An ideal ERM software provider will be able to answer “yes” to all of these questions. Because to your organization’s internal service customers, the most important brand in ERM is yours.

Download the white paper Enterprise Request Management: The Technology to learn more about both the new components typically required for an ERM implementation and how existing core enterprise and departmental applications can be leveraged.


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  1. Pingback: How ERM Helps with Employee Recruitment and Retention

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