Please enable JavaScript.
Coggle requires JavaScript to display documents.
Cascade IT Request Management Policy - Coggle Diagram
Cascade IT Request Management Policy
Policy Statements
Prioritization Framework: Establish a transparent framework for prioritizing requests based on business impact, urgency, and complexity.
Service Level Agreements (SLAs): Set clear response and resolution times for each priority level, ensuring timely communication and resolution.
Clear Request Submission Process: Define a standardized form for submitting IT requests, including required information and prioritization guidelines.
Implementation
Process Automation: Utilize IT service management tools to streamline request submission, prioritization, and tracking.
Regular Review and Update: Schedule bi-annual reviews to assess policy effectiveness and make necessary updates.
Training and Communication: Provide training for IT staff and employees on the new policy and process.
Applicability
Employees: Must submit IT requests through the designated process and provide necessary information.
Management: Will review and approve policy updates, ensuring alignment with business objectives.
IT Department: Responsible for implementing and enforcing the policy.
Responsibility
IT Team: Responsible for responding to and resolving IT requests within established SLAs.
Employees: Must adhere to the policy and submit requests through the designated process.
IT Manager: Oversees policy implementation, ensures compliance, and updates the policy as needed.
Metrics for Success
Request Resolution Rate: Track the percentage of requests resolved within established SLAs.
Employee Satisfaction: Conduct regular surveys to measure employee satisfaction with the IT request process.
Request Response Time: Monitor the average time taken to respond to IT requests.
Purpose: To ensure efficient and effective management of IT requests, minimizing delays and maximizing productivity.