Enterprise Request Management #enterprise #request #management, #erm #approach, #erm #strategy, #erm #model,


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Enterprise Request Management

What is ERM?

World-class service delivery today means a relentless focus on customer-centricity–delighting internal and/or external service consumers in the fastest, easiest and most economical manner possible. Frameworks like ITIL, while not dead, have often been applied incorrectly, leading to more frustration than improvement. Service management best practices in the age of the customer need to be more agile, provide greater choice, and demonstrate value.

Enterprise Request Management, or ERM, is a concept that offers fully integrated business process automation delivered in an intuitive user interface, while employing an integrated back-end delivery model that leverages your existing enterprise software investments. This approach ensures cost-effective enterprise service delivery with first-time fulfillment, resulting in lower costs and happier customers.

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To share your thoughts and insights on ERM, join the Enterprise Request Management Group on LinkedIn.

The problem: Misaligned business processes waste money and frustrate customers

In shared-service environments, organizational entities (e.g. functional departments like IT, HR, facilities, marketing, accounting) use various methods to interact with “customers” (internal or external) who need business services. This includes recording and resolving incidents, defining and delivering services, and fulfilling other needs people have in order to be productive in their jobs.

In general, each business support area has its own systems and processes for managing business services delivery. Organizing service delivery in functional silos may seem logical from a departmental perspective, but it leads to inefficiency at the enterprise level. End users are often required to use different systems (for example, a service catalog limited to IT services), or at least different user interfaces, to request business services from different areas. This duplication of effort wastes time and money, creates frustration, and increased training costs.

Self-Service ROI Calculation

In general, each business support area has its own systems and processes for managing business services delivery. Organizing service delivery in functional silos may seem logical from a departmental perspective, but it leads to inefficiency at the enterprise level. End users are often required to use different systems (for example, a service catalog limited to IT services), or at least different user interfaces, to request business services from different areas. This duplication of effort wastes time and money, creates frustration, and increased training costs.

The answer: Enterprise Request Management (ERM)

The Enterprise Request Management (ERM) approach replaces old-style, proprietary request management approaches with an open model that leverages information in existing enterprise applications and data sources for a centralized, efficient way to manage service requests enterprise-wide.

With ERM, business process automation follows a defined flow that assures all necessary tasks are completed in the proper order. It can include simple tasks (e.g. register a user for system access) or more complex tasks such as onboarding a new employee. Automation is applied wherever possible. ERM is an agile approach that enables organizations to augment their existing tools and processes to be more customer-focused.

ERM encompasses the complete request management process from the initial service request through costing and reporting for continuous process improvement.

Benefits of the ERM approach include:

  • Improved User Experience
  • Centralization of Business Services
  • First time and automated fulfillment
  • Leveraging Existing Systems
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SAP Cloud Computing #sap #cloud #computing, #sap #cloud #computing #solution, #sap #cloud


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MFMP Vendors #cms, #publish, #e-commerce, #content #management, #development #framework


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Department of Management Services

MFMP Vendors

This page provides information and resources to vendor customers who do business with the State of Florida through MyFloridaMarketPlace (MFMP). MFMP is the state’s online purchasing system that connects state agencies with registered vendors. When you register with MFMP. benefits include:

  • Ability to self-register and maintain your vendor account using the Vendor Information Portal (VIP)
  • Ability to receive email notifications of State of Florida business opportunities
  • Online access to business opportunities through MFMP Sourcing and the Vendor Bid System (VBS)
  • Electronic purchase order delivery
  • Faster invoice-to-check cycle time

MFMP offers free training for interested vendors on a variety of topics.

Provides the information that you should gather prior to completing your vendor registration.

Transaction Fee Reporting

Provides information on how the State of Florida’s transaction fee is assessed and how to report your spend.

Provides the forms needed to enroll for electronic fee payment (ACH) or dispute the transaction fee.

VIP Terms of Use

Provides current and historical versions of the terms of use accepted when completing your vendor registration.

Catalogs eInvoicing

Provides resources on implementing MFMP catalogs, which give agencies better access to your goods and services, and electronic invoicing (eInvoicing), which results in faster invoice processing.

Certified Business Enterprise

Provides information on how to receive State of Florida minority certification through the Office of Supplier Diversity.

Provides access to various resources including contact information for state procurement professionals, signing up for electronic funds transfer (EFT), viewing state contracts and purchase orders, etc.

You can now contact the MFMP team via a new Customer Assistance Request (CAR) Form. This form allows customers to send online requests for assistance.

To review historical MFMP resources, visit the Vendor Toolkit Archive.