Request routing
Define the present process and identify the most common sources of confusion.
- Agree on an owner and success criteria.
- Review relevant data and customer context.
- Record the decision and schedule a follow-up.
Field guide
A practical it service management playbook
A starting framework for teams reviewing request routing, service catalogs and incident reviews.
service catalogs
Select one improvement that can be evaluated without disrupting critical operations.
- Agree on an owner and success criteria.
- Review relevant data and customer context.
- Record the decision and schedule a follow-up.
incident reviews
Create a regular review loop, including the exceptions that need human judgement.
- Agree on an owner and success criteria.
- Review relevant data and customer context.
- Record the decision and schedule a follow-up.