Service model
Request Atlas
A shared map of how infrastructure requests enter, wait, and clear—so baselines and pathway studies start from the same vocabulary.
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Intake channels
Portal forms, tickets, chat escalations, and email forwards often count the same ask twice. The atlas lists which channels are official and which should merge into a primary record.
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Wait versus work-in-progress
“Open” is not a wait metric. We separate unassigned queue time from blocked-on-requestor and active fulfilment so capacity talks stop mixing WIP with backlog.
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Fulfilment handoffs
Network, compute, and access requests cross teams. The atlas marks handoff points where status language diverges and where requestors lose visibility.
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Freeze and cutoff markers
Change freezes and HKT business cutoffs pause legitimate work. Without markers, ageing charts invent pressure. The atlas records which calendars belong beside every wait chart.
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Decision anchors
Each layer ties to a decision: staffing, intake redesign, or pathway repair. Charts that cannot change a decision stay off the leadership pack.
Use the atlas in an engagement
Most teams begin with a Request Volume Baseline. If a single pathway is already arguing with reality, tell us which request type and we will suggest Fulfilment Pathway Mapping instead.