Hi Andrew,
We don't have anything overly formal. Instead, we have a meeting with the requestor to understand what it is that they need. It's usually easy to break new catalog item requests into two broad categories: straight forward items that can be delivered via our generic workflow and items requiring their own workflow.
Before we went live with our service portal I built a workflow that covers the various steps in a typical fulfillment. The flow is driven by meta data to know what steps are necessary and to what team or person a task of approval is assigned.
Of course we also have a number of other items that need their own workflows so for those items understanding what the flow looks like becomes key.
The other crucial step is getting the requestor to understand the need to identify everything they need to know in order to fulfill the request based on the submitted data. I've found that actually talking it through yields the best results.
I considered creating a form to start the process but my team and I quickly concluded that there are too many variables involved in such requests and opted for what I described above. So far the process has worked well for us.
Hope that helps.
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Helpful and Correct tags are appreciated and help others to find information faster
Hope that helps.
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Helpful and Correct tags are appreciated and help others to find information faster
