Enterprise request management (ERM) is a business efficiency strategy that accelerates business service delivery and reduces costs while dramatically improving the customer experience.
Too often, service request and delivery processes are designed for the convenience of the functional group providing the service (IT, HR, facilities, etc.). Users have to learn and use multiple systems, and to “manage” their own service requests (e.g., following up with emails and phone calls to check on progress and obtain approvals). The result is frustration and lost productivity.
What's needed are tools that simplify request management for users while also leveraging existing investments in departmental management applications..
This white paper describes the technology components required to implement an ERM strategy, and more specifically how Kinetic Data software applications support key operations in the ERM framework.
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