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Our Goal Create a clear and concise instruction to teams on how to raise…
Our Goal
Create a clear and concise instruction to teams on how to raise work requests
How to measure
Number of incorrect requests
Over 15 request per week
via incorrect channels
Time from request
to resolution?
Who
How
What
Application teams
Single front door for all requests
Service now single form
One form for both Heritages
Stack overflow search
CB
Review most frequent
incorrect requests
Add to Stack
Task for each team to
add Q&A to Stack overflow
Create single jira template
for customer requests
AS
Create mandatory fields to help
format correct requests
Create new 'issue type' on
CPD board for each type of request?
Simplify Demand
management page
TV/NJ
Add feedback mechanism
on this page
TV
Web analytics on Demand management page
Remove demand management page
Replace with service catalog
Outbound
comms
Communicate process
and resources
Issues with the current process
Too many different ways of making a request
Our teams are contacted directly (email/Teams)
Requests that are raised are
often incorrect or lacking essential detail
Enablement Team
Give Enablement team overview
of process/approach to raising requests - CB
Enablement team briefing for
new teams on our platforms - how to raise requests
Re-enage cloud champions
CET Platform Teams
Redefine customer forums
Ensure everyone knows the process
Ensure CET members refer requests to Stack Overflow