Employee Provisioning

How to Improve Employee Engagement and Profitability (Think Customer Service)

The U.S. stock markets are reaching new highs as the 2008 economic crisis and the slow recovery that followed give way to record profits. But that profitability has come at a cost in employee engagement that could make it difficult for many enterprises to continue to grow profitably. That’s the[…]

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How ERM Can Help CIOs Manage the “White Space”

Among the top-level executives in an enterprise, the CIO is uniquely positioned to manage the “white space” between siloed business functions: processes that cross functional groups, the gaps where processes may fail, and the opportunities to achieve larger business objectives by coordinating efforts across these groups. (The CFO and CEO[…]

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Great Customer Experience Starts on the Inside

As products and services become increasing commoditized and difficult to differentiate, delivering a great customer experience becomes more crucial in winning business. Companies like Apple and Nordstrom are known for their focus on the customer experience. But businesses of all types are beginning to recognize the importance of that experience[…]

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Five Ways ERM Helps with Business-IT Alignment

The lack of alignment (or better yet, convergence) between IT and “the business” is partially due to communication issues. But more fundamentally,  in many organizations, it’s caused by the role IT plays. Too often, IT is treated as an order taker. Employees ask for things,  and IT provides them (or, […]

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Contractor, Temp and Intern Onboarding: A Real-World ERM Use Case

The term “onboarding” is most often associated with the process of providing new employees (as indicated by a quick Google search; see below) with everything they need to perform their jobs from day one. And as noted here previously, the enterprise request management (ERM) approach to  employee provisioning is very[…]

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Five Ways ERM Improves Employee Productivity

The enterprise request management (ERM) approach—combining a single intuitive web portal with back-end service delivery process automation, giving employees one place to request anything needed to do their jobs—provides several benefits to organizations. An ERM strategy reduces service delivery costs while ensuring first-time fulfillment and leveraging technology and knowledge in[…]

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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. The focus of both the development and the feedback is typically on functionality and[…]

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