Workflows to connect
A practical scenario
An IT services business combines support agreements with implementation projects. Define service ownership and distinguish included support from separately billable work.
Illustrative workflow, not a client case study.
Decisions to make early
Review ticket routing, contract boundaries, renewal ownership and any integration with monitoring or service platforms.
Validate before scaling
Bring representative records and real process exceptions into testing. Agree who signs off the complete workflow, document the hand-offs and train each role before expanding the rollout.