Enterprise Request Management (ERM) enables enterprises to deliver business services faster and at lower costs while dramatically improving the customer experience. ERM 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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