Our client had multiple conflicting and mostly undocumented processes by which requests and issues were reported to and handled by the Information Technology department. There were no official escalation procedures or priority assignment standards. Requests were often lost in the home-grown request / task management system, and there was no consistent communication or feedback to the requestors.

The business was growing rapidly and needed scalable, repeatable processes established quickly.

The Kelso Group worked with members of the IT department and key business leaders to create workflow, prioritization, and communications standards. The process we defined included specific points of communication between IS and the business requestors, and described both prioritization and escalation policies and procedures.

Request intake and communication with the business improved dramatically. Requests were more efficiently and accurately captured, prioritized, and escalated, and the IT department priorities were better aligned with business priorities. Issue resolution times were reduced, and customer service improved.