Research

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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Global Service Management Trends – New Research [Infographic]

The core premise of enterprise request management (ERM) is that the “IT service catalog” isn’t just for IT anymore. Extending the concept across internal shared services groups gives employees one easy-to-use portal for requesting anything needed to do their jobs, while leveraging existing investments in departmental service management applications. Recent[…]

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Service Catalogs, ERM…A Rose by Any Other Name?

As IT service catalogs have become the standard mechanism for enabling employee self-service with regard to reporting issues and requesting services, service-providing groups beyond IT have taken note. In typical organizations, where each internal service group (HR, facilities, finance, logistics, etc.) has its own systems and processes in place for[…]

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ERM – A TLA With ROI for the CIO

Enterprise request management (ERM) isn’t just another jargon-y three-letter acronym (TLA). It drives significant cost savings over time. The first layer of savings results from moving offline (paper and phone) request processes online. This generally reduces the costs of addressing incidents and requests by about 60%. However, much of this[…]

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Top Functions Using ITSM – Beyond IT

As noted here previously, enterprise request management (ERM) is valuable in human resources (HR), in other functional areas like maintenance and transportation, and for complex cross-department processes like new employee onboarding. By extending the concept of the IT service catalog across the enterprise, as a true business service catalog that[…]

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