Request Request Management (SRM) and Fulfillment

Service Request Management (SRM) is often the “low hanging fruit” for any Service Catalog deployment because of the proven cost savings of user self-service. By transitioning telephone and other expensive means of support to automated user self-service, thousands of phone calls can be avoided or eliminated along with the staff and facilities to support them. SRM is nothing new to the world of consumer products and retail, but is relatively new to internal corporate service and support providers such as IT, HR, facilities, and finance.

Although the savings are clear, achieving world-class SRM has eluded many organizations. Why? Why the slow adoption? There are numerous reasons, but chief among them is simply resistance to change. The consumer world, driven by the rapid advances and advantages of the Internet age have virtually perfected the art of e-commerce and user self service to the point where more than a trillion dollars of consumer self-service transactions are completed each year, hundreds of thousands per day. E-commerce giants like eBay and Amazon.com can do this largely without operating costly call centers and support staff, achieving transaction costs in the pennies.

Compare these results with the traditional and typical support methodologies used by corporate support providers: call centers, help desks, etc. At an industry average of $24 per telephone call, which typically generates an average of two follow-up calls, the costs for providing old-fashioned support can average $72 per contact and cost organizations many thousands of dollars per month.

Clearly, now is the time to co-opt this business model to achieve similar cost savings and automation. As it turns out, this is relatively easy to do. Now, the same technologies and user interfaces that have become the de-facto standards for Business-To-Consumer (B2C) e-commerce can now be leveraged for SRM.

PMG Service Catalog Suite includes a full e-Commerce web shop module called iRequest. Using this module, users can create a full online shopping site with both graphical pictures, descriptions, costs, and of course, an online shopping cart. But the end user experience is only half the story. Online shopping would have no value if it didn’t include automated fulfillment. That’s where PMG SCS is unique in the marketplace and includes a powerful Business Process Management (BPM) engine for designing and automating your service fulfillment workflows.

 

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