Kinetic Data president John Sundberg will deliver a presentation outlining the concept and benefits of Enterprise Request Management (ERM) at the Gartner Symposium/ITxpo in Orlando, which runs from October 6th through the 10th. The ERM presentation will take place in the Emerging Technology Pavilion Theater on Wednesday, October 9, at 12:35 p.m..
Gartner Symposium/ITxpo is the world’s most important gathering of CIOs and senior IT executives. This year’s event will focus on how the convergence of forces like mobile, social, and cloud technologies are dramatically reshaping the role and business expectations of IT. The 2013 agenda offers 500+ analyst sessions, workshops, roundtables and mastermind keynotes across five full days. With 10 role-based tracks and 11 industry tracks, the agenda targets your specific title responsibilities and ways to adapt new ideas and strategy to your industry, along with insight on what’s next in IT.
John’s presentation will discuss how an ERM approach to service requests and fulfillment drives cost savings and business agility. Organizations are moving to ERM in response to changes in the business environment—such as BYOD and the consumerization of IT—and the shortcomings of technology-focused service request management approaches in adapting to those changes.
Large businesses and government agencies recognize the need for “self-service 2.0” approach to request management. The core elements of self-service 1.0—posting a catalog of services and list of “known solutions” in the form of a knowledgebase—had limited value. The approach these organizations are finding valuable is to bridge the gap between an employee needing something (anything from a new office chair to resources for a new product development project) to an employee getting something. ERM bridges that gap.
Business function managers are empowered to define their own service items and task flows. Internal or external “customers” get a single intuitive, Web-based interface for ordering any type of service, without needing to understand the underlying approval and scheduling processes. Organizations benefit from accelerated service delivery, improved first-time fulfillment, and lower service delivery costs.
Kinetic Data will also be exhibiting in the Emerging Technology Pavilion. Registration is still open for this Gartner event.
Cassy Lueneburg