ERM Technology

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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How to Improve MRO Supply Management with ERM

Like their counterparts in IT, those who work in facilities management or MRO (maintenance, repair and operations) can improve service delivery time, reduce manual request processing efforts (and associated costs), and improve the user experience by enabling simple user self-service. Many such operations today, however, are either still using non-automated[…]

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Seven Ways ERM Helps Reduce Shadow IT

Shadow IT—that is, non-IT workers building or buying business technology without the knowledge or approval of an organization’s IT function—can be costly. Circumventing IT in the procurement of workplace tech often results in redundant and wasteful spending, as well as introducing data security and compliance risks. According to recent research,[…]

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What is a Service Level Experience?

Anyone involved in IT knows what a service level agreement (SLA) is: a negotiated agreement between a group delivering services and the group receiving them, specifying the time period within which a service will be delivered or completed (among other details). A service level experience (SLE), however, is something different.[…]

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Why the Future of Service Management May Not Be in the Cloud

When implementing enterprise request management (ERM)—a centralized portal where employees can request any type of business service, product or resource—is it best to plan for an on-premises implementation or adoption of cloud-based software? The answer, as it so often the case with these types of questions, is: it depends. While[…]

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The Most Important Brand in Request Management

What’s the most important “brand name” in enterprise request management (ERM)? Is 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.[…]

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Implementing ERM: How Much Consulting is Needed?

Because implementing an enterprise request management (ERM) strategy involves some (though not necessarily a great deal of) investment in new software, it also inevitably requires some outside consulting expertise, from a vendor or partner. How much consulting is needed depends on a range of factors, including: the specific technical skills[…]

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