Signed in as Noura Al-Salem
Service Desk L1 workspace
IT Service Desk. Authority in this session: Employee / Requester, Service Desk L1. Triage, queue, assignment, communication and resolution.
Records assigned to me
2
Objects where the persona is the owner or the requester.
Period: Current simulated state
Decisions awaiting me
0
Pending approval steps routed to a role this persona holds.
Period: Current simulated state
SLA at risk or breached
2
Objects whose simulated timer is inside the warning threshold or already past target.
Period: Current simulated state
KPIs off target
4
Measures reported At Risk or Off Track against the published definition version.
Period: Latest reporting period
Each exception names the cause, the required action, and the role authorised to act.
Mandatory segregation-of-duties evidence is missing at the approval stage.
Required action: Requester must attach the signed statement before the reviewer can decide.
Authorised role: Requester or delegated coordinator
Fulfilment automation returned a validation failure.
Required action: Correct the asset register entry and retry, or complete the task manually with evidence.
Authorised role: L2 specialist or service desk
Resolution SLA target was breached by 28 minutes.
Required action: Corrective action ACT-2026-0031 owned by the service owner until verified recovery.
Authorised role: Service owner / Digital Quality
Requests, incidents, changes, and governance items this persona holds.
| Record | Process | Title | Status | Owner | Timing | |
|---|---|---|---|---|---|---|
| SRQ-2026-00461 | Service Request | New laptop provisioning — replacement device Imaging automation returned a validation failure; specialist retry required. | In ProgressStandard | Noura Al-Salem End User Services | 2d 9h remaining | |
| INC-2026-00205 | Incident | Cannot open large GIS layers On hold — awaiting the duplicate decision on INC-2026-00204. | On HoldP4 | Noura Al-Salem Geospatial Services | Paused — Awaiting duplicate determination |
Simulated in-app and email delivery.
1
Notifications are generated by the prototype only. No mail service is connected.
Open notification centreEnd-to-end walkthroughs that cross process boundaries.
Access request requiring live change
Planned demand is fulfilled with a governed production handoff.
Walk this scenarioAudit-triggered policy revision
Governance change is traceable to operational implementation.
Walk this scenarioProject release to production
Project and live-environment change remain distinct but connected.
Walk this scenario
Every screen declares where its content comes from.
Content marked CORE-DOC follows the approved MIM process documents. CROSS-CORE reconciles two documents. DESIGN-HYPOTHESIS and OPEN-DECISION mark prototype assumptions that MIM must confirm before any build. Workflow routing, SLA timers, approvals, notifications, and integrations are simulated in the browser.