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Cascade IT Request Management Policy - Coggle Diagram
Cascade IT Request Management Policy
Policy Purpose
Ensure consistent and effective handling of IT requests.
Reduce downtime and operational delays by sorting urgent IT needs.
Establish clear communication between departments and IT staff for better alignment and faster resolution.
Request Submission Process
All IT requests must be submitted through a central ticketing system (e.g., ServiceNow, Jira).
Requests will be categorized into critical, high, medium, and low sorting levels.
Once a request is submitted, an automatic acknowledgment is sent within 30 minutes with an expected timeline for resolution.
Tools and Platform
Implement and maintain a service management tool like ServiceNow for efficient ticket tracking.
Automated email notifications and dashboard alerts to inform stakeholders about ticket statuses.
Use analytics from the service management tool to identify recurring IT issues for potential areas for proactive improvement.
Monitoring and Reporting
The IT Manager will oversee periodic audits to assess whether requests are handled according to the policy.
Service Level Agreement (SLA) performance will be tracked, and reports will be generated monthly to assess efficiency.
Employee feedback surveys will be collected after request resolution to measure satisfaction and areas for improvement.
Continuous Improvement
Identify repeated issues or trends by analyzing ticketing system data and implementing preventive measures.
Constantly update the training materials and procedures to reflect lessons learned and improvements.
Encourage IT staff to provide feedback on process improvements and the tools they use for issue resolution.
Communication and Awareness
Regular training sessions for employees on correctly submitting IT requests using the centralized system.
IT staff will receive ongoing training on customer service, communication, and sorting best practices.
Department liaisons must be educated on the sorting system to ensure requests are submitted accurately.