Resolved request
Actions, outcome, user next step, and relevant closure context.
Start with the recurring work your team needs help carrying.
This catalog describes request families and operating outputs-not a universal inclusion list. A client group, toolset, coverage need, and approval model still need review.
Resolve routine friction and route the rest intelligently.
Useful when everyday requests are interrupting senior technical or advisory staff. Some practices extend the same request-family pattern to phone systems - see how a telephony request family can join the catalog.
Common request families
Account and access help, supported Microsoft 365 user issues, basic device or application triage, joiner/mover/leaver tasks where approved, and coordination with an authorized client contact.
Illustrative outcome
A request is resolved, routed to the correct owner, or returned with observations, actions already taken, and the decision needed next.
Inputs needed
Supported user population, applications, authorization rules, intake channel, escalation contacts, and client-facing language.
Give routine tenant work a dependable owner.
Useful when a practice wants recurring administration without turning every change into a consulting project. Where a client group still runs Azure resources or on-prem hosts, the same written-lane model extends there. Teams, SharePoint, and file-sharing hygiene get the same treatment as a named collaboration lane - and not every client group's tenant is Microsoft, either; see the parallel lane for Google Workspace.
Common request families
User, group, shared-mailbox, license, and approved access routines; service-health context; configuration hygiene; and change routing for actions outside the agreed baseline.
Illustrative outcome
An authorized change is completed and documented, or an exception identifies the policy, license, security, or business decision preventing safe completion.
Inputs needed
Tenant list, administrative method, authorized requesters, approved baseline, licensing responsibilities, change approvers, and excluded workloads.
Turn baseline upkeep into reviewed recurring work.
Useful when endpoint and baseline activities need a repeatable operating rhythm rather than occasional attention.
Common activity families
Agreed tool-driven health or baseline checks, exception review, supported endpoint routines, follow-up queues, and preparation for a service review.
Illustrative outcome
A review identifies completed routine work, unresolved exceptions, repeated failure patterns, and decisions needed from the selling practice or client.
Inputs needed
Endpoint population, supported platforms, approved tooling, expected cadence, maintenance constraints, exception policy, and remediation approval.
Ask what the operating team will leave behind.
Escalation package
Observed state, work attempted, risk, safe stop, and decision needed.
Exception list
Items outside the normal routine, with owners and follow-up state.
Change record
Approved administrative change and enough detail for later review.
Review agenda
Recurring demand, friction, documentation gaps, and proposed service decisions.
Recurring service should not hide project or specialist demand.
Migrations, tenant redesign, large remediation, on-site work, after-hours coverage, procurement, hardware, third-party subscriptions, forensics, compliance attestations, and specialist applications require explicit review and may need a separate engagement.
No always-on SOC, universal technology support, incident-free guarantee, response time, or unlimited project work is claimed here. See how coverage and response language should actually be written.
Compare reference plansPlan how much of this a client group needs