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Service & product · reference function

Demand & Service Intake

Translate consumer demand into the correct standard service, design path or governed exception.

Reference mandate

Own qualification and routing of cloud demand, make entry criteria visible, minimize avoidable handoffs and preserve traceability from need to accepted delivery path.

Short

Translate consumer demand into the correct standard service, design path or governed exception.

Standard

Own qualification and routing of cloud demand, make entry criteria visible, minimize avoidable handoffs and preserve traceability from need to accepted delivery path.

Detailed

Own qualification and routing of cloud demand, make entry criteria visible, minimize avoidable handoffs and preserve traceability from need to accepted delivery path. The function maintains explicit decision boundaries, measurable outcomes, governed interfaces and a documented improvement loop for its scope.

Scope in

  • Demand qualification
  • Standard-path routing
  • Exception and design referral
  • Intake performance

Scope out

  • Business prioritization authority
  • Architecture approval
  • Engineering delivery ownership

Responsibilities

  • Demand qualification
  • Standard-path routing
  • Exception and design referral
  • Intake performance

Services

  • Demand qualification service
  • Standard-path routing service
  • Exception and design referral service
  • Intake performance service

Required capabilities

  • Cloud Demand Manager capability
  • Service Intake Lead capability
  • Cloud Advisor capability

Roles

  • Cloud Demand Manager
  • Service Intake Lead
  • Cloud Advisor

Decision rights

  • Select the appropriate intake route
  • Reject incomplete demand evidence
  • Escalate non-standard demand

Key interfaces

  • Cloud Service Management
  • Cloud Architecture
  • Product and Application Teams

Inputs

  • Requirements from Cloud Service Management
  • Requirements from Cloud Architecture

Outputs

  • Governed output to Cloud Architecture
  • Governed output to Product and Application Teams

Governance forums

  • Intake design review
  • Cloud operating-model review

Measures

  • Routing lead time
  • First-time completeness
  • Standard-path rate

Dependencies

  • Cloud Service Management
  • Cloud Architecture
  • Product and Application Teams

Sourcing options

  • Retained internal
  • Shared
  • MSP-supported

Organizational placements

  • Central cloud organization
  • Federated domain
  • Shared technology function

Decisions owned

  • Select the appropriate intake route
  • Reject incomplete demand evidence
  • Escalate non-standard demand

Decisions contributed to

  • Contribute to decisions owned by Cloud Service Management
  • Contribute to decisions owned by Cloud Architecture
  • Contribute to decisions owned by Product and Application Teams
Design boundary

Common failure modes

  • Intake becomes a universal approval queue
  • Requests are routed by organization chart
  • No feedback improves the standard path
Sourcing principle

Administration may be sourced; routing policy and outcome ownership should remain internal.

Inspect related diagram Customize this diagram
Minimum retained capability

Administration may be sourced; routing policy and outcome ownership should remain internal.

Maturity guidance

Begin with named ownership and one measurable outcome; add delegation and automation only when evidence and capability are reliable.

Reference note

Vendor-neutral practitioner reference pattern; validate against organizational, regulatory and sourcing context.

Version 2026.3 · reviewed 8 September 2026