Case study
One front door for IT requests, from intake to delivery
One intake and capacity solution on Microsoft 365 now follows every IT request from submission to delivery.
Client
Clinical-stage biotech
Teams
IT, Quality, Finance and business requesters across the company
System
IT demand intake and capacity solution on Microsoft 365
Services
IT demand intake and governance, solution design and build, project management
01
The problem
IT requests arrived through email and chat. There was no single view of demand or of the team's capacity.
GxP and SOX impact was not assessed up front, and project status was hard to see.
02
Our solution
One intake and capacity solution that follows each request from submission, through approval, and into project delivery.
03
How we solved it
Intake
Standard intake forms with GxP and SOX classification.
Approvals
Approval routing and a prioritized queue.
Capacity
A capacity view across the IT team.
Tracking
Project tracking with status updates from project managers.
04
The result
One view of all IT demand, from request to delivery.
GxP and SOX impact is assessed before work begins.
IT leadership can see project status at any time.
What the client said
"Before the demand hub, IT requests came in from every direction and it was hard to say what we were working on or why. Brent gave us one front door, clear approvals and a real view of our capacity. Now I can follow any request from intake all the way through delivery, and GxP and SOX impact is assessed before work starts, not after."
Vice President of IT
Clinical-stage biotech
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