A one-stop-shop for all internal IT service requests
The "Enterprise Services and Divisional Planning" (ESDP) subdivision of IT was responsible for creation, maintenance and deployment of internal custom IT solutions as well as some external programs brought in for internal use (e.g. SharePoint, Atlassian Tool Suite and TeamSite). While the entire enterprise uses these tools, the process for requesting changes or access to them varied and typically went undocumented. In fact, most employees were not even aware that many of the services offered by ESDP existed. Lastly, the enterprise planned to decommission the most commonly used program for handling work intake.
In deciding our approach, we took a few sequential steps:
Interviewed users of services for how they would want to search for these services, assuming that they were indexed in a single location (for example, search terms, filters and sort options)
Interviewed ESDP teams for services offered, tools supported, and processes for procuring this work
Catalogued the above findings in a single location (Sharepoint list)
Proposed future state process of using SharePoint forms and lists to handle intake processes for all ESDP teams
The solution was a custom SharePoint site where the home page functioned as a triage to start users on their path to find the service they were looking for by starting with high-level categories to which our users reported resonation. These categories pointed to media queries that would return the correct team, service or product and the process by which a user would go about requesting said service or product.
Some teams were early adopters of our new process (like my design team, for instance), but enforcing implementation was slighted for a second release. Our clients reported high satisfaction with this solution and communicated desire to fund the TBD second release.
