Now more than ever before, every organization is being asked to work smart not hard. Teams are expected to accomplish more with fewer resources and smaller budgets. Most organizations lack the processes and controls necessary to optimize their resources as they attempt to manage these increasing workloads. In this course, Using Workflow Management to Streamline Request Intake, you will learn the foundational knowledge necessary to design and implement the processes and controls needed to efficiently receive, triage, prioritize and assign workloads that address business needs in a consistent and timely manner. First, you will learn how to establish a formal work intake process and tool. Next, you will discover the steps necessary to assess each work request to ensure that the content is complete and accurate. Then, you will learn how to establish and assign formal work categories to each work request. Finally, you will explore how to assign the appropriate priority to each work request by using multi-layered prioritization. When you are finished with this course, you will have the skills and knowledge needed to guide your organization in the adoption of these critical workflow management processes.
Author Name: Paul Gadbois
Author Description:
Paul is a highly decorated IT Professional with over 19 years of experience in the areas of IT Training, IT Service Management, IT Infrastructure Management, and IT Security. His common sense approach to teaching technology enables Paul to break down complicated content and effectively deliver it to people of all skill levels. As a technical instructor, Paul has held adjunct faculty positions with both William Rainey Harper College and Oakton Community College. He has also held the position of t… more

Table of Contents

• Course Overview
  1min
• Establishing an Effective Work Intake Process
  32mins
• Assessing Work Requests to Improve Workload Management
  15mins
• Leveraging Workload Categories to Improve Prioritization
  16mins
• Streamlining Workload Assignments Based on Prioritization
  28mins