Manage incoming requests

Intended Role: Demand Management Team

 

As a manager of an IT team, I need to be able to manage the state/stage of a piece of work, confirm or adjust its priority and move it forward for additional work by my team. This applies to big and small work (e.g. projects as big work that I agree we can take on, or requests as small work that I can route properly to a member of my team), so that I can quickly and efficiently approve, route, assign, and track progress.

 

Request Assignment

Description:

Once the details of a request have been submitted and centralized in Clarizen, it can be assigned to the appropriate team member. By setting up views, all incoming requests across the organization will be visible and allow for real time collaboration and action all within a single area. 

Admin Steps:

Edit/Update “Active Requests”  view in the request module to configure it to your needs.  

 

  1. Restrict sharing to only the Profiles that should be allowed to assign requests (as dictated by your organization).
  2. The view returns only requests in following Request State: Submitted, In Work, In Review, Approved.
  3. Ensure that the Request Action column is displayed, allowing assignment to the appropriate team member.

 

Edit/Update “Overview”  view in the request details to configure it to your needs.  

 

  1. Restrict sharing to only the Profiles that should be allowed to assign requests (as dictated by your organization).
  2. The view should display related items below:
    1. Lifecycle - lets the user know where the request is with respect to the intake flow.
    2. Discussions - allows for real time collaboration and provides historical context.
    3. Files - supporting documentation relevant to the request
  3. In the Property Card, display the fields below:
    1. Title - title of the request
    2. Description - short description of the project being requested
    3. Project Goals - what goals is the project trying to accomplish?
    4. Expected Business Value - what business value will the project bring?
    5. Business Alignment - does the project align to the organization’s business objectives?
    6. Justification - describe the overall justification for executing this project
    7. Identified Risks - list all identified risks associated to the undertaking of the requested project
    8. Estimated Cost - how much will the requested project cost the organization?

 

End User Steps:

  1. From the navigation panel, select the Requests module.
  2. If this is the first time accessing the Active Requests view, you may need to explicitly choose this view using the View Navigator.
    1. In the top left corner, select the current view to open the View Navigator.
    2. Select the Active Requests view from the View Navigator.
  3. Click “Assign User” in the Request Action column.
  4. In the pop-up box, select the team member to assign the request to.
  5. Include comments if desired (optional) and click OK.
  6. Once successfully processed, the following notifications will be triggered:
    1. An email to the team member confirming assignment to the request including a hyperlink to access in Clarizen
    2. Any comments included will be posted to the request as a discussion

 

* If additional information is needed to evaluate assignment of the request, click the Item Details Page button (hover over the title of the request to expose the gray arrow button).

 

Example:

Scoring & Prioritization

Description:

Once the details of a request have been submitted and centralized in Clarizen, scoring and prioritization can be accomplished through the request module. By setting up views properly, all incoming requests across the organization will be visible and allow for real time collaboration and action all within a single area.

 

Admin Steps:

Edit/Update “Active Requests”  view in the request module to configure it to your needs.

 

  1. Restrict sharing to only the Profiles that should be allowed to score and prioritize requests (as dictated by your organization).
  2. The view returns only requests in following Request State: Submitted, In Work, In Review, Approved.
  3. Clarizen views can be tailored to meet the needs of your organization. In this case, we want to ensure to display data that will streamline scoring and prioritization. In Manage Columns, add any additional field.
    1. Title - title of the request
    2. Description - short description of the project being requested
    3. Project Goals - what goals is the project trying to accomplish?
    4. Expected Business Value - what business value will the project bring?
    5. Business Alignment - does the project align to the organization’s business objectives?
    6. Justification - describe the overall justification for executing this project
    7. Identified Risks - list all identified risks associated to the undertaking of the requested project
    8. Estimated Cost - how much will the requested project cost the organization?
    9. Request Score1 - numeric score total of the following: Strategic Alignment, Organizational Impact, Competitive Advantage, Customer Satisfaction and Ease of Implementation.
    10. Strategic Value  - strategic value score
    11. Organizational Impact - organizational impact score
    12. Ease of Implementation - ease of implementation score
  4.  Set conditional formatting on Request Score column.

1 Request Score is a numeric formula field and represents the average of all scoring fields

* Fields 6 through 8 are picklist with the following values (1= no impact, 2 = some impact, 3 = impact , 4 = high impact)

 

End User Steps:

  1. From the navigation panel, select the Requests module.
  2. If this is the first time accessing the Active Requests view, you may need to explicitly choose this view using the View Navigator.
    1. In the top left corner, select the current view to open the View Navigator.
    2. Select the Active Requests view from the View Navigator.
  3. Based on the request info provided by the submitter (Title, Description, Project Goals, Expected Business Value, Business Alignment, Justification, Identified Risks, Estimated Cost), update the scoring fields below:
    1. Strategic Value - strategic value score
    2. Organizational Impact - organizational impact score
    3. Ease of Implementation - ease of implementation score
  4. Once all scoring fields have been updated, click on the request action  “Request Approval”.

 

* If more information is needed in order to score the request, leverage discussions to initiate dialog towards clarifying any open questions.


Example:

Screen_Shot_2017-04-12_at_9.54.31_AM.png

 

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