We are in the beginnings of using Apptio and there are a lot of questions and requests. I want to be able to provide folks a status sheet that tracks their request and other detail regarding the request.
I was recommended smartsheets but that seemed to require some purchasing costs. I'm curious to how others handle the intake process of deliverables and requests.
Thanks for the feedback Jonathan Pulley ! I've created an Excel sheet for now but I would be interested in transitioning this to a PM tool once we begin to pick up more activity within apptio
We use an excel sheet to collate the queries which are then run through a type of triage to decide if it's a quick reply, self-service, investigation or development/changes. The quick reply/self-service items are replied to instantly with predetermined answers, the investigation items are either looked in to by the wider team or passed to the TBMO to look in to.
For the development/change items these are added on to a change log on a sharepoint site and are allocated depending on their importance/time required - they are then transferred to our Jira boards as either BAU or project tickets.
We have a request form on our SharePoint site. We also maintain a list of FAQs on the site for users.
Benjamin Johnson this is a great question!
I have been doing implementations for years now for lots of different customers. The short answer is that it depends on the customer and what tools they have access to. A lot that I have worked with just use an Excel spreadsheet and either send it around, put it on a network share, or utilize the spreadsheet on Sharepoint.
I have also used Google Sheets, Smartsheets (great btw!), and also custom built web-based solutions. I have had two customers that utilized essentially their help desk application since everyone had access and their own queue.
Hope this helps you a bit!