Request Management
Summary
Request management is the intake point for all work, and an opportunity to assure that the incoming work is well-defined and categorized, and dispatched to the right area(s) for further analysis and/or delivery.
The Intake Process
The request intake process generally includes the following areas:
- Request entry (either by a single or multiple parties, but into a central system)
- Analysis (brief assessment of the request for completeness)
- Classification (categorizing by work type and other attributes that help define the work)
- Prioritization (assigning an initial request priority, which will be used as input later when assessing relative value to all other work)
- Estimating (brief assessment of a preliminary order-of magnitude estimate)
- Disposition (determination of whether to accept, defer, or decline the work)
- Dispatching (routing the work to the groups or teams responsible for fulfilling the request)
- Backlog Management (establishing methods to measure and track pending work that is sitting in the queue)