Before you configure anything
- List the services you offer and who owns each one
- Gather request volumes and top request drivers from your current tool or mailbox
- Agree priorities, business hours and SLA expectations with stakeholders
- Decide which teams are in scope for phase one
Design
- Service catalog and request types written in your customers’ language
- Workflows for incidents, service requests and changes — keep statuses minimal
- SLA goals, calendars and escalation paths
- Queues for each team and a triage queue for anything unassigned
Build & test
- Build in a sandbox and test each request type end to end
- Set up customer notifications and email channels
- Link a Confluence knowledge base to the portal
- Prepare dashboards for agents and service owners
Launch & hypercare
- Train agents on queues, SLAs and internal comments
- Communicate the new portal to customers
- Review ticket data after 2–4 weeks and adjust