Service Operations
Keep service work moving,
with clear ownership.
Bring the request, context and next handover into view.
Illustrative workflow · Example data
Request management
Make incoming work easy to place.
Capture the request, confirm what it needs and give it a responsible owner.
Incoming requests
Select a request to see its details.
Access to a business system
Needs review- Category
- Access request
- Priority
- Confirm during review
- Owner
- To be assigned
Confirm the access needed, then assign the request to the appropriate team.
View source information
Source: service request. The original request stays available alongside the review. This is example content.
Human review requiredConfirm the category, priority and responsible team.
From request to responsibility
Give every request a clear starting point.
Capture and categorise
Bring agreed request sources into a shared review queue.
Prioritise and assign
Confirm urgency and choose the person or team to take it forward.
Keep the record together
Retain the request, owner and agreed next step.
Scope and capabilities
A practical request workflow.
The team can review
- Incoming requests and their current status.
- Category, priority and assignment together.
- Missing information before work begins.
Agreed for your organisation
- Which request sources are included.
- How categories and priorities are defined.
- Who can review, assign and update work.
Frequently asked questions
Can requests arrive from different places?
Source connections are agreed for each workflow. This example does not imply that every system is connected.
Who decides the priority?
The responsible reviewer confirms priority using your agreed process.
Does assignment happen automatically?
The scope of any automation is agreed separately. This illustration shows a human review step.
Interested in service operations?
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