back to insights

10. Creating a Process for Handling Architecture Requests

Digital and Enterprise Architecture is key to making sure technology efforts support business aims and manage the growth of your digital landscape. But, if requests about Architecture end up in the wrong place, it can slow everything down and stop Architecture teams from guiding the process properly. This insight note offers steps to a phased approach to setting up an effective process for getting Architecture involved and managing such requests.
Listen to the Podcast
10. Creating a Process for Handling Architecture Requests

How to get architecture teams involved

The IT department handles many kinds of requests, from fixing tech issues to starting big software projects. These include tech support, buying new tech, making new tech, managing who can use certain software, looking after data, keeping your digital space safe, building networks, teaching about IT, managing big plans, helping people work together better, supporting websites and online shops, and setting up phone and video services.

It's crucial to get these requests to the right experts for the organization to work well and keep everyone happy. But it's not always clear which requests should involve the Architecture team.

The chart below shows the typical types of requests and ITfunctions they get sent to and which ones need Architecture input.

For a more detailed view of each of these IT functions, have a look at the Info-tech research groups framework IT Management& Governance Cobit Framework | Info-Tech Research Group (

The role of Digital/Enterprise Architecture in these requests

  • IT Risk, Security, and Compliance : EA makes sure safety rules fit the company's tech needs, checking for risks and following laws.
  • Consulting for Tech Strategy and Digital Transformation: EA gives advice early on to make sure new digital changes match business goals.
  • Major Software Development & Enhancements: EA helps plan new or improved software to make sure it's good long-term and works with other systems.
  • Application Procurement: EA checks if new software will work with what the company already has and can grow with it.
  • Large Project Management: EA sets guidelines for big projects to help the business now and later.
  • Data Management & Reporting: EA organizes how we handle and talk about data to help with decisions.
  • Data Integration: EA organizes mixing data safely and in line with your overall plan.
  • Software Tool Procurement: EA checks new tools to see if they'll be helpful without causing issues or duplications.

The Architecture intake process

This process changes based on the size and style of the company. It begins with carefully checking each request, sorting them by importance, and looking at what's needed to do them. Approved requests are worked on with constant updates and changes when necessary, and feedback isused to make things better later. The chart below shows the involvement of Architecture teams in these requests and the stages they should be most involved in (shown with bigger dark dots).

Introducing the process in phases

It might take a while for everyone to know the best way to send their requests. So, we suggest doing it in two phases. In the first phase, requests are sent as usual, but the existing teams learn to spot the ones that need Architecture and send them the right way. In the second phase, people learn to go straight to the Architecture team with their needs.

Systems to manage intake requests

When setting up a system to receive, store, and process Enterprise Architecture (EA) intake requests, organizations have a variety of options ranging from simple email and ticketing systems to comprehensive project management tools and specialized EA software. The choice depends on the size of the organization, the complexity of the requests, and the integration needs with other IT systems. Here are some options:

  1. Ticketing Systems
    • Jira: Customizable and suitable for tracking a wide range of requests and projects. Offers plugins for project management and EA alignment
    • ServiceNow: Offers IT service management (ITSM) capabilities, making it suitable for handling IT and EA requests, with workflows and automation features.
  2. Project Management Tools
    • Trello: A visual card-based system that's easy to use for managing requests and tasks. Good for small to medium-sized projects.
    • / Asana: Offers more detailed project management features, including task assignments, timelines, and progress tracking, suitable for managing EA intake processes.
    • Microsoft Project Online: A comprehensive tool for detailed project planning, resource allocation, and progress tracking, suitable for complex EA projects.
  3. Product Roadmapping and Management Tools
    • Aha!: A product roadmapping tool that offers features for planning, launching, and managing product strategies. While primarily focused on product management, Aha! can be effectively used to manage EA intake requests by treating them as part of the broader technology or product roadmap. It supports detailed strategy planning, idea management, and feature prioritization, making it useful for aligning EA initiatives with business goals.
  4. 4. Collaboration and Work Management Platforms
    • Microsoft Teams: While primarily a communication tool, Teams can be used in conjunction with Planner and other Microsoft 365 integrations to manage EA requests.
    • Slack: Can be integrated with other project management and request tracking tools to centralize communication and updates on EA requests.
  5. Enterprise Architecture Tools
    • A cloud-based enterprise architecture tool designed to help organizations manage their IT landscape and architecture. E.g. LeanIX offers features for mapping out applications, technology stacks, and business processes, making it a viable choice for handling EA intake requests. To-do features in LeanIX can be used to store intake requests for organization goals, projects and applications.
  6. Custom Development
    • For organizations with specific needs, custom-developed solutions using platforms like Salesforce for CRM or SharePoint for document and process management might be ideal. These can be tailored to the unique processes, workflows, and data requirements of the EA team.

Choosing the right system or combination of systems requires a clear understanding of the EA team's workflow, the types of requests being managed, and the level of integration required with existing IT infrastructure. It's also important to consider scalability, user-friendliness, and the ability to customize workflows and reports.

What to read next

11. What methodology should we use

Copyright License

This license enables reusers to distribute, remix, adapt, and build upon the material in any medium or format, so long as attribution is given to the creator. The license allows for commercial use.

You may also be interested in

Get in touch.

Embarking on setting up your foundational architecture or looking to adapt and evolve your IT/Technology?

Let’s talk.