Policies

Policies represent the governance being applied to the request management process. A policy describes the rules and boundaries being applied to the process to ensure appropriate controls are in place. This ensures consistency and repeatability but also identifies the level of flexibility a practitioner has when executing the process, procedure, or work instruction. Policies will be discussed in more detail alongside examples in the following subsections.

Generic service request

A policy for a generic service request should be developed to establish the agreed response to a service request that has not been received before and is not currently part of the request catalog. A template or request should be developed to show the information necessary to respond to the request and how the request will be handled, the timeline for responding to the request, and where the request will be directed. This policy will provide guidance and set expectations for the customer on how...