Enterprise Request Management

According to ERM.info, Enterprise Request Management is a business efficiency strategy. It manages, automates, and centralizes business processes and service requests. Basically, it ensures that business processes get done and service requests are carried out. It’s harder than you might think when thousands of requests come in per day to manage and get them all done. For a single project, excel works from some, sharepoint for others and for large-scale projects, many need a system to manage it all.

You might need Enterprise Request Management because support calls are expensive. Vendor support can fetch prices of $471 per ticket. Field support can cost $196, Level 3 support (apps, networking, NOC etc) $85, Level 2 support (desktop) $62, and Level 1, which is a support desk, can fetch $22 per ticket.

ERM provides a single portal for all of these requests. Users can check status of the request online and in most cases, take delivery of these requests without a phone call.

The return on investment is a critical number to deciding whether to invest in an Enterprise Request Management system. Here’s how you do it.

  1. Calculate you labor spent per request by multiplying time spent on a labor request by the cost of service. Add up the cost for each type of request (which probably have different labor costs)
  2. Take the total cost of ownership of an ERM for 3-5 years and divide it by the number of service events
  3. Read how in the infographic below!