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Cascade Sustainable Energy – IT Request Intake & Prioritization Policy…
Cascade Sustainable Energy – IT Request Intake & Prioritization Policy
Purpose of the Policy
Ensure fair, transparent prioritization
Improve communication between IT and business units
Eliminate undocumented “hallway requests”
Reduce delays and duplicated work
Standardize how IT requests are submitted
Support strategic alignment between IT and operations
Scope / Who the Policy Applies To
All Cascade employees submitting IT requests
IT Service Desk staff
IT analysts, technicians, and managers
Department managers validating business impact
Contractors and vendors involved in IT support
Policy Details
SLAs for response and resolution times
Requests are triaged daily by IT
Priority levels defined:
P1: Critical outage
P2: Major business impact
P3: Standard request
P4: Low‑impact / enhancement
High‑priority requests require manager confirmation
Required information: description, urgency, business impact, affected systems
No IT work begins without a ticket
All IT requests must be submitted through the official ticketing system
Implementation Plan
Train IT staff on triage and prioritization rules
Communicate policy to all employees via email + intranet
Create submission guides and short training materials
Add policy to onboarding for new hires
Deploy or configure a ticketing system (ServiceNow, Jira, Freshservice, etc.)
Run a pilot with one department before full rollout
Roles & Responsibilities
Department Managers: validate business impact for P1/P2 requests
CIO / IT Director: policy owner, updates, enforcement
IT Manager: oversees prioritization, escalations, SLA compliance
Employees: follow submission procedures and provide required info
IT Service Desk: intake, triage, ticket creation
Measuring Policy Success
User satisfaction surveys
Faster resolution times
Ticket volume trends (before vs. after policy)
Audit logs showing consistent documentation
Reduction in verbal or undocumented requests
Fewer repeated issues due to better tracking
SLA compliance rates
Policy Maintenance & Review
Feedback loop for employees and IT staff
Update policy when systems or staffing change
Quarterly performance reports
Version control for policy updates
Annual review by IT leadership