Close-out
Read this before drawing conclusions from any screen. It states what the prototype is faithful about, where it simplifies, and which decisions belong to people rather than to the demo.
These hold on every screen in the prototype.
What a reviewer can rely on today.
Seven process modules navigable end to end
Each module has its own workspace, queues and record views.
Canonical record experience
Header, lifecycle, approvals, tasks, related records, evidence, comms, audit and provenance.
Role-based access
Twelve personas gate navigation, records and actions.
Cross-process relationships
Links are typed and reciprocal in both directions.
Golden scenarios
Five guided walkthroughs with step-by-step record entry points.
Bilingual interface
Layout direction switches; Arabic copy is not supplied.
Persistence and multi-user
In-memory only, single browser session.
Live integrations
Simulated response modes only.
Represented, simplified and deliberately out of scope, process by process.
Each item below is a question the prototype cannot answer on its own. The candidate owner is a suggestion for the workshop, not an assignment.
| Area | Question | Candidate owner | Why it matters |
|---|---|---|---|
| Approval authority thresholds | Who sets the value and risk thresholds that decide when a change needs CAB versus service-owner approval? | Change Manager with IT Governance | The prototype uses demo thresholds. The real thresholds carry delegation-of-authority consequences. |
| SLA targets and calendars | Which service hours, holidays and pause reasons are contractually agreed per service? | Service Owner with the business service sponsor | Clock behaviour changes attainment reporting and therefore any performance conversation. |
| Priority matrix | Is the impact and urgency matrix confirmed for MIM, including the definition of a major incident? | Incident Manager | Priority drives SLA selection, escalation and communications reach. |
| Catalogue scope | Which services and request items go live in wave one, and who owns each entry? | Service Owners with Service Desk lead | Catalogue scope sets the intake surface and the fulfilment workload. |
| Integration contracts | What are the real payloads, error handling and reconciliation rules for SAP ERP, the BTP/API layer and DMS? | Enterprise Architecture with the SAP and DMS platform owners | The prototype simulates five response modes; the real contract determines retry and evidence handling. |
| Role and permission model | Which directory groups map to each ITSM role, and who approves changes to that mapping? | IT Governance with Identity and Access Management | Every screen in the prototype is gated by role, so the mapping is a prerequisite for any pilot. |
| Records retention and audit | How long are records, evidence and audit trails retained, and who can export them? | Quality and Compliance | Retention affects both the data model and the reporting surface. |