Presentations

How Enterprise Request Management (ERM) Supports Self Service 2.0

Self service 1.0 focused on empowering employees with information, for example, through searchable knowledgebases to help answer questions. Self service 2.0 focuses on empowering employees with actionable processes—getting things done, rather than just getting an answer. This presentation explains the transition to self service 2.0 and how an ERM strategy supports that move by enabling employees to place and track the status of requests from an active Web-based portal UI.

 

How to Cut Service Request Costs and Delight Customers with Enterprise Request Management (ERM)

This presentation deconstructs the ERM infographic in slides. It explains what ERM is, how it works, how it reduces service delivery costs, and how to calculate the savings from implementing employee request self service with ERM.