Your practice
Defines the offer, presents the service, knows the client, and decides commercial changes.
Delivery chain Chaîne de livraison
From received context to returned work.
The service operates as a shared delivery chain. Your practice steers the relationship; each request moves with enough context to act and stops when a decision belongs with you.
Partner delivery
Handles agreed work, records the result, and returns decisions that exceed the mandate.
Complete workflow Parcours complet
Eight moments, one traceable request
Inputs
The service, client, working language, known environment, and desired outcome are named before the first request.
Intake
A request arrives through the agreed path with the affected user, observable impact, and steps already tried.
Triage
Delivery separates routine work, missing information, approval needs, distinct projects, and issues that require escalation.
Approvals
Actions that change cost, promise, access, or risk wait for the named owner’s decision.
Delivery
Authorized work is completed in the useful language, with a note your team can understand and reuse with the client.
Escalation
A blocker, exception, or commercial consequence returns to your practice with the decision needed and supporting context.
Review
Repeated requests, configuration drift, and unresolved items inform an operating review without invented performance metrics.
Exit
When an account or mandate ends, agreed materials return, access is removed by the proper owner, and open work is made explicit.
Operating conditions Conditions d’exploitation
What makes the chain operable
A reachable owner
Every decision type has an accountable role even when the person changes.
A declared language
The client language, partner language, and internal-note language are never assumed.
A useful history
The next person can understand what was requested, decided, completed, and left open.
A planned exit
The end of service is handled as a normal operating stage, not an improvisation.