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case file CF-06 — IT service management

A practical service desk for a small IT team.

Run access, starter, leaver, equipment and incident requests with the right form, approvals, required steps and deadlines. Requesters do not need a paid seat.

fig. 1 — where it breaks todaythe problem
  • requests by walk-up, Slack and sticky note
  • starter on day one, laptop on day nine
  • access granted and never revoked
  • the "IT guy" is the process
  • per-agent pricing for a three-person team

machtask turns IT requests into guided, deadlined work: forms that collect what IT actually needs, approvals where access is sensitive, and a record of who got what, when, and who signed it off.

fig. 2 — the workflow, as drawn

Requestanyone raises it · the right form
routed with a deadline
Approvemanager or system owner signs off
handoff — IT takes over
Fulfilguided steps · evidence kept
history recorded
ClosedPROCESS v12
fig. 3 — the work, up closerequesters are unlimited and free

The form collects what IT actually needs first time — no "what's your machine number?" ping-pong.

  • System or asset *pick listfrom the systems list
  • What do you need *textplain words
  • Needed fromdatedrives the deadline
  • For (person)personstarters, leavers, movers
  • Screenshotattachmentif something is broken
  • Owner approvalapproval stagesensitive access needs sign-off
Fulfil2 of 4 steps
Access scoped to the request what was asked for, nothing more
Change made and tested
Requester confirmed it works
Record updated
Complete Fulfil → hand off to Closed

the Complete button only exists once every step is ticked

fig. 4 — what machtask handlesconfigured for this process

  • Every channel becomes a ticket

    Quick Log

    Walk-ups and Slack pings logged in seconds — the whole workload is visible, not just what came through the form.

  • Sensitive access waits for sign-off

    Approvals

    Owner approval is a stage in the flow, on the record — not a thumbs-up emoji in a thread.

  • Nothing ages silently

    Deadline alerts

    Every request carries a clock; a breach emails automatically and lights the board.

  • See the whole IT queue

    Watch Tower

    Unclaimed, aging, breaching soon — and who is loaded — at a glance.

fig. 5 — what improvesfor the team running the work

  • Starters are ready on day one

    Kit and access run as one guided request, with a deadline the whole chain works back from.

  • Access has an audit trail

    Who requested, who approved, who granted, when — on the record for every system.

  • Service-desk discipline, small-team price

    Flat pricing, unlimited requesters — the whole company can raise tickets without per-agent seats.

Configure your systems list, approval rules, fulfilment steps and deadlines directly in machtask.

Run one real process in machtask.

Start with the process your team currently runs through an inbox, spreadsheet or SOP. The three-month pilot is free.

.machtask.app

3–30 characters · no card · 3-month pilot