As the number of user requests at Company X increased, the informal processes in place to prioritize and schedule these requests created high stress for IT and frustration for the user community. In order to improve the management of these requests, the organization has implemented several new processes including:
- scheduling adjustments
- implementation of tracking software,
- introduction of an IT Governance and Steering Committee
This case study describes in more detail, the organization’s experience in establishing a more effective process of prioritizing and handling user requests.
