General Information

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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Is ITIL Valuable Beyond IT?

A recent discussion in the IT Service Management Forum group on LinkedIn centered around the question: Is ITIL appropriate for departments other than IT? ITIL is a comprehensive set of best practices for managing IT services within an enterprise. Many of its components are therefore specific to IT management (capacity[…]

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The ERM Infographic is Getting Around

As interest in the enterprise request management (ERM) model expands, an increasing number of infographic-sharing sites are showcasing the ERM infographic. According to a recent Gartner report, a growing number of enterprises are acknowledging the need to redesign internal service delivery processes with the needs of business users in mind;[…]

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Applying CRM Lessons to Enterprise Request Management

As the market for and use of customer relationship management (CRM) systems has matured, attention has turned to integrating these applications with other enterprise tools, and to incorporating best practices in order to maximize their value. In a recent report from Forrester Research, Transform Customer Processes And Systems To Improve[…]

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The Role of Enterprise Request Management (ERM) in Business Process Transformation

Much has been written recently about big-picture trends transforming information technology (IT) functions: the consumerization of IT, the bring-your-own device (BYOD)  phenomenon, the expectations of business analysts for access to cloud computing resources (and the corresponding expectation that IT will manage and broker these services), and server virtualization, just to[…]

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Enterprise Request Management in Pictures

This presentation deconstructs the ERM infographic into slides. It begins by defining ERM as “a business-efficiency strategy that’s a holistic approach to centralizing and automating business processes and service requests. ERM helps to ensure first-time fulfillment, which means lower costs and happier customers.” Cut Service Costs, Delight Customers – The[…]

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