Requests to Projects? How do you handle development/feature requests for your team in SD+
The is not a sub-Forum specific to the project module so I'll post here.
You can see a somewhat related discussion here:
In working with our establishment of a Service Desk for all requests and leveraging SD+ as the tool for management of the Service Desk and our technology team we have hit a conundrum. We really like the project module. However it seems that parts of our team get requests that require development within a product or a new business report to be created, stuff beyond typical laptop, phone, login, purchasing type items.
Perhaps I have a fundamentally flawed understanding or a quality process however, I'm concerned that we will end up with requests for some teams that are open for weeks or months before they can be fulfilled. They are not incidents and do not require a workaround but are really work requests.
Originally we were thinking that we might manage numerous small and large projects in the project module and then attached service requests to tasks or milestones as appropriate. However, the project module does no allow this.
So I'm posing the question. Do anyone else use SD+ to track all the request and work effort for an entire IM team, beyond just operational (Service Delivery) requests? If so, how to you handle the varying types of requests and associated processes.
Looking for anyone to help me have an epiphany on the subject.