Example workflow · People and IT
IT ticket routing
Send each IT ticket to the right support team the first time.
- Work covered
- Send a new IT request to the right support team.
- Owner
- IT Service Desk Manager
- Human decision
- The IT Service Desk Manager decides whether to accept, change, or escalate the assignment.
- Starting measure
- Reassignments
Follow one case from start to decision.
Use the map to correct the workflow, connect each step to a source record, and mark what is missing.
Example
IT ticket routing
What this workflow covers: Send a new IT request to the right support team.
Your workflow map connects each step to its source records and marks missing information.
Starts with
A new or reopened service ticket enters the backlog.
Source systems
- IT service-management system
- Identity directory
- Asset inventory
Review packet
Gather the request, requester and asset details, service category, relevant history, access limits, and routing evidence under the ticket ID.
Owner
IT Service Desk Manager
Decision
The IT Service Desk Manager decides whether to accept, change, or escalate the assignment.
Starting measure
Reassignments
Start with the current number. Compare after the change.
What the sources show—and what they do not.
The labels below separate what the source records show, what needs a person’s judgment, and what remains unknown until review.
- Seen in source records
- Directly visible in a record, interview, example, or system.
- Working assumption—confirm with the owner
- A reasonable explanation that still needs to be checked.
- Not yet known—confirm during review
- Missing information that we will not turn into a guess.
What we would check.
- How tickets enter triage and receive an ID.
- Which details are available before the first assignment.
- Where routing rules differ for restricted requests.
- How assignments and reassignments are recorded.
What stays with the accountable person.
- The review packet does not make the final decision.
- The named owner sees the source records before deciding.
- The decision stays logged to the case.
- Restricted requests follow the existing privacy, security, and access rules.
Questions we need answered first.
Why this workflow may fit
The backlog is active, ticket IDs are stable, and a person can review the proposed assignment before it goes out.
- Which ticket types create the most repeat routing work?
- Which requester, asset, and category fields can we trust?
- Why do support teams reject or reassign tickets?
- Which requests need privacy, security, or access checks first?
The 3-Day Workflow Proof
Replace this example with work from your own team.
Bring 5–10 real examples and the rules a good employee follows. In three days, watch a working version handle the agreed test. If it fails, you owe nothing.