From Chaos to Clarity: Using Cloud to Streamline IT Services Requests Across Agencies

There are few things worse for agency efficiency – or IT employee morale – than having fragmented service requests, overwhelming workflows, and siloed knowledge. It is not that IT employees aren’t working hard to solve problems, it’s that the tools they have been using cannot scale up as fast as user needs accumulate.

This is a process ripe for streamlining – implementing structured intake, routing, and self-service to prioritize and manage mission-critical requests efficiently. Agencies can build resilient, scalable operations using cloud platforms and shared digital services, with tools that create customized request types and queues, follow service level agreements (SLAs), and incorporate a connected, searchable knowledge base for self-help and IT service staff support.

Learning Objectives:

• Identify the chokepoints in your current flow of service requests and the factors that cause them
• Outline the alternatives to eliminate those chokepoints, from revising processes to adopting new tools and techniques
• Delineate ways to use collaborative tools as a method of capturing, centralizing and sharing institutional knowledge
• Review methods for connecting departments by automating cross-agency workflows
• Examine ways to leverage data to improve operations