Self service 1.0 focused on empowering employees with knowledge, for example: type in a question or issue and get instructions on how to resolve it. Helpful, but - employees just want to get stuff done. Self service 2.0 is about empowering empowering employees with processes. It's actionable. Things get done - and employees have visibility into progress the whole time, so they can keep up to date on the status of requests without meetings, emails and phone calls. Enterprise request management (ERM) is a strategy that combines an intuitive web-based portal front end with an automated process workflow "backbone" application that automates approval, scheduling and fulfillment tasks by securely communicating among core enterprise and departmental applications. The end result? An ERM approach to Self Service 2.0 cuts service costs, supports ongoing improvement and delights customers.

1. ERM: Self Service 2.0
How Enterprise Request Management (ERM)
Cuts Service Costs and Delights Customers
November 2013
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ERM.info

2. Experiences
Hundreds of experiences with
organizations from around the globe
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3. What is Self Service 1.0?
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Empower with knowledge
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Knowledge Bases
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Service Catalogs
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4. Self Service 1.0: Result
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Empower with knowledge
(Nice – but I just want stuff done)
Knowledge Bases
(End up with a 30-step process to get a VPN account)
Service Catalogs
(Cool description, but – can I have one?)
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ERM.info

5. Learned: no system – manual/misaligned
business processes waste money and
frustrate “customers”
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6. What is Self Service 2.0?
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Empower with process
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Actionable services
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Automated fulfillment
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7. Self Service 2.0: Result
Things do get done faster
• (Simpler, familiar, people will use what actually works, path of
least resistance)
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Reduces frustration/gives visibility
(No longer a black hole, gives confidence)
Easier to manage your offerings and processes
(Visibility into demand and delivery performance)
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8. Learned: with system – automated
business processes save money and
delight “customers”
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9. Goal: repeat across the company
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10. Learned: original scope was just for IT or
HR – oops
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11. Learned: IT software is designed to drive
ITIL not HR
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12. Learned: HR software does not have the
flexibility needed for IT
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13. What is ERM?
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Enterprise Request Management
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Self Service 2.0 across the company
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Forms for all services across the company
(IT, HR, Finance, Facilities)
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Automation for all systems across the company
(ITSM, CRM, ERP)
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15. Why an ERM approach for Self Service?
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Based on success – the whole company will want to participate
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Raise the interface and processes above existing applications
• Leverage existing data/systems
• Leverage existing processes
• Reduce protectionism
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Adds common processes to a common layer
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Adds common interfaces to a common layer
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Delights “customers”!
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16. ERM improves more than the customer
experience
Reduces fulfillment costs
• Accelerates fulfillment time
• Avoids redundant data entry
• Gives visibility to status
• Framework for Continual Process Improvement
• Eliminates the need for multiple system interfaces
• Frees the customer to work on higher-value tasks instead of
managing their request
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HR still has great processes and systems for HR
IT still has great processes and systems for IT
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17. Self Service 1.0
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18. Self Service 2.0
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19. ERM/Self Service 2.0: Result
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Empower with process
(Stuff gets done)
Actionable Services
(Information is collected and sent for fulfillment)
Automated fulfillment
(Faster, cheaper, repeatable processes)
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ERM.info

20. Bottom Line
An ERM approach to Self Service 2.0 cuts service costs,
supports ongoing improvement and delights customers.
Learn more:
http://ERM.info
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ERM.info