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Cascade Case IT Request Management…
Cascade Case IT Request Management Policy
Purpose of the Policy
Ensure Consistency- IT requests are submitted & processed
Improve Response Times- reduce backlog
Increase Transparency- For employees & IT staff
Align IT Work- organizational priorities
Reduce miscommunication- Between departments & IT
Who does the Policy Applies To
All employees- Submitting IT requests
IT Support Staff- Handling tickets
Department Managers- Who approve or escalate requests
IT Leadership- Responsible for oversight
External Vendors- When requests need outside support
Policy Details
Standardized Request Submission- Ticketing portal
Required Information fields- Urgent, description & impact
Priority levels defined- High, Medium, & low
Service-level Expectations- Response time & resolution windows
Escalation Procedures- unresolved & high impact issues
Communication Standards- updates, closure notes, & follow ups
Implementation Plan
Rollout of Ticketing Sytem
Employee Training Sessions
IT Staff Training
Pilot phase
Feedback Loop
Roles & Responsibilties
IT Support Team- Triage, assign, & resolve tickets
IT Manager- Enforce policy, moniter performance, & approve escalations
Department Managers- Validate business impact & approve major requests
Employees- Submit complete & accurate requests
IT Director- update policy annually & ensure alignments with strategy
Measuring Policy Effectiveness
Ticket Resolution Time
Backlog Size
User Satisfaction Surveys
Compliance Rate
Audit Reports
Quarterly Review Meetings
Policy Maintenance
Annual Review
Update Triggers
Version Control
Communication Plan