Four Ways ERM Improves User Experience with Enterprise Services

Creating internal business applications at the enterprise level typically involves gathering requirements from users, developing (whether those developers are inside or outside of IT) an initial application, collecting feedback on that version, and iterating from there.

Focusing on user experience in business technology developmentThe focus of both the development and the feedback is typically on functionality and performance; whether (or not) the application does what it’s supposed to do, and does it fast. User experience isn’t unimportant, but it’s not the primary consideration.

That’s the contention of Bloor’s David Norfolk, who recently wrote that “what the business…should expect, from DevOps, is continuous delivery of better business user experience. The business…doesn’t really want technology, it wants better, more effective, ways of doing business. In the worst case, continuous delivery of technology that doesn’t work is going to give developers a bad name; but continuous delivery of technology that fails to delight the business users isn’t much better.”

The enterprise request management (ERM) approach to employee provisioning provides value to the organization and to service delivery groups of course, but just as important (perhaps more important?) is how it improves the user experience when submitting requests or reporting incidents. An ERM strategy:

  • makes  it easier for employees to find and request services and resources; everything needed to do their jobs can be requested  through a single intuitive portal, with no end-user training required (like having an Amazon.com within the enterprise).
  • enables employees to check on the current status of pending requests anytime,  anywhere,  from any device–similar to package tracking on ecommerce orders; and like consumers (which they of course are also), employees prefer online service to picking up the phone to “see where things are at.”
  • lets workers complete and submit requests more quickly; combined with back-end approval and fulfillment process automation, this means employees spend less time submitting and “babysitting” their requests and more time “in the flow” of their work, resulting in greater productivity and job satisfaction.
  • provides faster, more accurate fulfillment.

Improving the business technology user experience for employees benefits the organization by reducing the time spent by employees on simply requesting and obtaining the things they need in order to do their jobs, and corresponding frustration; improving productivity; and increasing employee happiness and retention.

Download the white paper Enterprise Request Management: An Overview to learn more.

 

 


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