ERM: One of Three Key Roles CIOs Will Take On Next [Research]

As technology becomes more important in virtually every aspect of business, the role of the CIO will expand into other functional areas. And enterprise request management (a common portal for all types of employee service requests combined with back-end fulfillment process automation) will be one of three key areas of growth.

Three new areas of CIO responsibility per CEB

Image credit: Leading Edge

Those are conclusions of recent research from best practice, technology company CEB. Summarizing the research in CIO magazine, Andrew Horne and Prashast Gupta write that “the functional boundaries between IT and other parts of the business are blurring and groups such as Sales, R&D, HR and Marketing are allocating a growing slice of their budgets to technology and experimenting with new technology capabilities to meet their objectives.”

The CEB study identifies the three most common additions to CIO responsibilities as:

  • Business analytics
  • Corporate procurement
  • Multi-functional shared services

That third bullet point above is where enterprise request management (ERM) fits in (though CEB doesn’t use that term). As the authors describe this:

“Our research shows a growing interest from senior leaders around the world in transitioning to an ‘integrated business services’ model in which the activities of corporate functions such as IT, HR, Finance, and facilities are packaged together to support specific business outcomes.

An ERM implementation is the vehicle for presenting all available business services, from any corporate function, to employees in one centralized and intuitive request portal.

The back-end approval and fulfillment process automation also enables the design and execution of truly “integrated business services” processes such as new employee onboarding or new project setup, which¬† require the coordinated delivery of services from various functions in parallel.

As reported here previously, more than half of organizations are applying or planning to apply service management principles in business areas outside of IT, and that figure continues to grow.

The CEB study provides further support for this trend, and highlights the vital role CIOs will play in extending service management practices to specific services delivered by other business functions,¬† as well as coordinating “integrated business services” that involve services from multiple groups. ERM provides the portal and framework for this expansion.

Download the white paper Enterprise Request Management: The Process to learn more.


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