Request arrives
An authorized contact provides the employee, start date, required services, manager, and approved access profile through the agreed intake path.
Useful input: business context and an approved request-not a password in a ticket.
See how a client request moves through the delivery team.
You stay accountable for the client promise. The delivery team handles accepted recurring work, returns decisions it cannot safely make, and records enough context for a useful review.
A new employee needs access on Monday.
Delivery validates the request
The team checks authorization, timing, licensing context, and whether the requested actions match the established joiner routine.
Possible output: accepted work, or a short decision request naming what is missing.
Routine work is completed
Agreed account, group, license, and service tasks are performed using the approved administrative method. Material changes stop for approval.
Recorded result: actions taken, exceptions, and items left for you or the client.
The client receives closure
The intended client-facing role communicates completion or next steps through the chosen identity and channel.
Review signal: repeated exceptions may reveal a missing standard or service change.
Technical execution and client judgment are different jobs.
| Your company | Owns the service promise, contract, retail packaging, advisory position, change approval, and relationship risk. |
|---|---|
| Delivery team | Triages requests, performs approved recurring tasks, documents work, and raises exceptions with context. |
| Client contact | Supplies authorized requests, user coordination, and business information through the agreed front door. |
| Shared review | Examines recurring demand, unresolved exceptions, documentation gaps, and whether the service design should change. |
Useful delivery leaves a record someone else can act on.
- Request noteRequester, affected people, impact, authorization, relevant environment, and requested outcome.
- Work noteChecks performed, approved actions taken, current state, and any user follow-up.
- Decision requestWhat cannot proceed, why it matters, safe stopping point, options, and named decision owner.
- Review summaryRecurring request categories, repeat exceptions, documentation gaps, and proposed service changes-without invented KPI claims.
These are illustrative structures, not proof of a particular tool integration or reporting package.
Common reasons work returns for a decision.
- The requester is not authorized.Confirm approval rather than guessing from urgency.
- The change affects security or business policy.Return it to the right decision-maker - yours or the client's.
- The task is a project or specialist activity.Describe it and separate it from the recurring service.
- The client expectation conflicts with the service design.Protect the relationship by resolving the promise, not silently improvising.
Next, inspect the work categories this model can support.
The catalog translates this process into common request types, recurring outputs, and exclusions.