Service Desk to Idea
Click each process step to understand the owner and output.
Owner: Service Desk Team
Action: Quickly assess whether the ticket relates to an incident.
Action: Quickly assess whether the ticket relates to an incident.
Owner: Service Desk Team
Action: If yes, follow the Incident Management Process.
Action: If yes, follow the Incident Management Process.
Owner: Service Desk Team
Action: If no incident, move the request into triage.
Action: If no incident, move the request into triage.
Owner: Service Desk Team
Action: If the triage outcome is BAU, follow the BAU service desk process.
Action: If the triage outcome is BAU, follow the BAU service desk process.
Owner: Product Owner
Action: If the triage outcome is an idea, create it in Jira Product Discovery.
Action: If the triage outcome is an idea, create it in Jira Product Discovery.
Idea to delivery
The second half of the flow starts once the idea exists in Jira Product Discovery.
1
Idea Raised
Idea created in Jira Product Discovery.
2
PO Triage
Product Owners triage ideas with platform owners.
3
Discovery
Validate the problem, explore opportunities, test assumptions and define direction.
4
Prioritisation
Prioritise using frameworks such as RICE.
5
Backlog
Once approved, create an epic, add to backlog and review in quarterly planning.
6
Refinement to Delivery
Refine the feature, plan into a sprint and deliver to the business.