Enterprise Request Management (ERM) enables enterprises to deliver business services faster and at lower cost while dramatically improving the customer experience. Conventional request management systems have often been criticized for forcing service requestors to negotiate a labyrinth of processes based on the preferences and convenience of each internal service organization — not those of their customers.
Read moreThe Kinetic platform is a customer-centric system of engagement built for future flexibility and extension. Kinetic Request includes various data objects including Users, Teams, Forms, and ‘Kapps’ (Groups of Forms). These have well defined relationships and structures that can be arranged to satisfy all types of requirements.
Read moreTablets, smartphones, and increasing employee expectations for faster, more responsive IT support are creating new ground rules for IT service management. New Rule #1—move from queue-based service to schedule-based service.
Read moreAll a service desk really needs to do is communicate effectively and expedite the resolution of problems to meet customer expectations. Whether you’re currently facing service desk challenges or preparing to create a service desk, this article focuses on five key areas that cannot only improve service desk operations, but also get you started on the right path.
Read moreTeam portals are basically web pages and apps to interface with teams. It can include ways to contact them, a menu of services and products and many other features. Team portals are any published material that helps customers understand your capabilities, team performance and sets expectations. In these ways, portals serve both you and your peers. This content can take many forms.
Read moreIn large organizations, change management can affect thousands of individuals in various ways. Users in different functional groups and geographic regions may need different levels of notification about scheduled change events and unplanned outages in order to minimize their impact on business operations.
Read moreEnterprise request management (ERM) is a business-efficiency strategy that takes a holistic approach to centralizing and automating business processes and service requests. ERM helps to ensure first-time fulfillment, which means lower costs and happier customers.
Read moreEnterprise request management (ERM) is a service delivery strategy that combines a single intuitive Web portal with a workflow automation software engine to automate and accelerate fulfillment processes across an enterprise. This document explains how an ERM approach improves service while lowering risk by improving not only processes related to Identity and Access Management (IAM), but also facility and security access.
Read moreERM is a business-efficiency strategy that centralizes and automates business processes and service requests using an intuitive Web user interface tied to an integrated back-end delivery system. The goal of an ERM strategy is to allow business service providers to meet enterprise service delivery requirements in shared-service environments in a scalable,cost-effective, and above all, customer-centric manner.
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