Loading
Because a request arrives as a sentence in an email. Half the information is missing, the agent asks, the requester replies a day later, and a two-minute task takes three days.
The service catalogue lists what people can request, the information each request needs, and the approval it requires.
Each catalogue item defines its fields, its approver and its route. Submitting produces a complete request, already approved or routed for approval, on the right queue.
Access to a finance system needs the system, the level and a business reason, approved by the data owner. The form asks for all three, so the request either arrives complete or is not submitted.
It will not decide who should have access. It ensures the right person is asked and the answer is recorded; the judgement stays theirs.
Routing, approvals from the reporting line in Nest, asset records where something is being issued, and the SLA for that request type.
Yes — manager then system owner, for instance.
Yes, by department, role or location.
Yes, per catalogue item.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.