Service Request Fulfillment

1. Overview

End-user-driven request workflow, including catalog authoring, request routing, approvals, and self-service portal.

2. Entity summary

Name	data_object	Description
Service Catalog Items	`service_catalog_items`	Definitions of what can be requested: the request form, fulfillment workflow, approvals, service level, and charge-back rules.
Service Offerings	`service_offerings`	Back-end service definitions covering commitments, supported configurations, and fulfillment, separate from their user-facing catalog items.
Service Requests	`service_requests`	Planned, catalog-driven requests for access, hardware, software, or information, distinct from reactive incidents.
Configuration Items	`configuration_items`	Canonical records of IT things under management: servers, containers, applications, services, network devices, databases, and cloud resources.
Locations	`locations`	Physical or organizational locations referenced across the system, used to place and group other records.
Onboarding Tasks	`onboarding_tasks`	Discrete to-do items within an onboarding journey, each with an assignee, due date, type, and completion state, some triggering handoffs to other systems.
Org Units	`org_units`	Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  locations["Locations"]
  service_requests["Service Requests"]
  service_catalog_items["Service Catalog Items"]
  configuration_items["Configuration Items"]
  org_units["Org Units"]
  onboarding_tasks["Onboarding Tasks"]
  service_offerings["Service Offerings"]
  users["Users"]
  service_catalog_items -->|"spawns"| service_requests
  onboarding_tasks -->|"emits"| service_requests
  org_units -->|"rolls_up_to"| org_units
  locations -->|"rolls_up_to"| locations
  users -->|"owned CIs"| configuration_items
  users -->|"leads"| org_units
  users -->|"performs"| onboarding_tasks
  users -->|"created"| onboarding_tasks
  users -->|"requests"| service_requests
  users -->|"fulfills"| service_requests
  users -->|"assigned requests"| service_requests
  users -->|"submitted requests"| service_requests
  users -->|"owned catalog items"| service_catalog_items
  org_units -->|"has members"| users
  locations -->|"houses"| users
  class locations embedded_master;
  class service_requests master;
  class service_catalog_items master;
  class configuration_items embedded_master;
  class org_units embedded_master;
  class onboarding_tasks embedded_master;
  class service_offerings master;
  class users platform_builtin;
  style locations stroke-dasharray:5 5;
  style configuration_items stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;

3. Entities catalog

#	data_object	canonical code	singular	plural	role	mastered in	mastered label	necessity	personal_content	entity_type	write tier	notes
1	`service_catalog_items`	`service_catalog_items`	Service Catalog Item	Service Catalog Items	master	-	-	required	-	catalog	`:admin`	-
2	`service_offerings`	`service_offerings`	Service Offering	Service Offerings	master	-	-	required	-	catalog	`:admin`	-
3	`service_requests`	`service_requests`	Service Request	Service Requests	master	-	-	required	-	operational_workflow	`:manage`	-
4	`configuration_items`	`configuration_items`	Configuration Item	Configuration Items	embedded_master	`cmdb-core`	CMDB Core Repository	optional	-	operational_workflow	`:manage`	-
5	`locations`	`locations`	Location	Locations	embedded_master	`iwms-location-master`	Location and Property Master	optional	-	catalog	`:admin`	-
6	`onboarding_tasks`	`onboarding_tasks`	Onboarding Task	Onboarding Tasks	embedded_master	`onb-journey-mgmt`	Onboarding Journey Management	required	yes	operational_workflow	`:manage`	ITSM-SERVICE-REQUEST receives onboarding tasks (IT provisioning, workplace setup) as service-request payloads.
7	`org_units`	`org_units`	Org Unit	Org Units	embedded_master	`hcm-org-positions`	Organization and Position Management	optional	-	operational_workflow	`:manage`	-

4. Aliases and industry synonyms

(none: no industry-scoped aliases for this scope)

5. Relationships

5.1 Intra-scope edges

from	verb	to	cardinality	kind	necessity	owner_side	delete_mode	fk_format	notes
`service_catalog_items`	spawns	`service_requests`	one_to_many	reference	optional	target	clear	reference	-
`onboarding_tasks`	emits	`service_requests`	one_to_many	reference	optional	source	clear	reference	-
`org_units`	rolls_up_to	`org_units`	one_to_many	reference	optional	source	clear	reference	-
`locations`	rolls_up_to	`locations`	one_to_many	reference	optional	source	clear	reference	-

5.2 Built-in edges (`users` and other platform built-ins)

from	verb	to	cardinality	necessity	owner_side	delete_mode	fk_format	notes
`users`	owned CIs	`configuration_items`	one_to_many	optional	source	clear	reference	-
`users`	leads	`org_units`	one_to_many	optional	source	clear	reference	-
`users`	performs	`onboarding_tasks`	one_to_many	optional	source	clear	reference	-
`users`	created	`onboarding_tasks`	one_to_many	optional	source	clear	reference	-
`users`	requests	`service_requests`	one_to_many	required	source	restrict	reference	-
`users`	fulfills	`service_requests`	one_to_many	optional	source	clear	reference	-
`users`	assigned requests	`service_requests`	one_to_many	optional	source	clear	reference	-
`users`	submitted requests	`service_requests`	one_to_many	required	source	restrict	reference	-
`users`	owned catalog items	`service_catalog_items`	one_to_many	optional	source	clear	reference	-
`org_units`	has members	`users`	one_to_many	optional	target	clear	reference	-
`locations`	houses	`users`	one_to_many	optional	target	clear	reference	-

5.3 Cross-scope edges

5.3a Outbound from this scope’s masters and contributors

Edges this scope drives: the in-scope endpoint has role of master or contributor.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_catalog_items`	exposes	`iga_entitlement_definitions`	one_to_many	optional	none	n/a	-
`audit_engagements`	triggers	`service_requests`	one_to_many	optional	none	n/a	-
`employees`	triggers	`service_requests`	one_to_many	optional	none	n/a	-
`hr_cases`	spawns	`service_requests`	one_to_many	optional	none	n/a	-
`service_requests`	routes_to	`service_incidents`	one_to_many	optional	none	n/a	-
`service_requests`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`service_slas`	governs request	`service_requests`	one_to_many	required	none (required-if-present)	n/a	-
`clinical_engineering_work_orders`	surfaces_in	`service_requests`	one_to_one	optional	none	n/a	-
`device_calibration_records`	schedules_in	`service_requests`	one_to_many	optional	none	n/a	-
`work_items`	mirrors_to	`service_requests`	one_to_one	optional	none	n/a	-
`work_automations`	propagates_to	`service_requests`	many_to_many	optional	none	n/a	-

5.3b Context edges on embedded shells and consumed entities

Edges the canonical owner drives, shown for context: the in-scope endpoint has role of embedded_master, consumer, or derived.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_changes`	updates	`configuration_items`	many_to_many	optional	none	n/a	-
`enterprise_applications`	mapped_to	`configuration_items`	many_to_many	optional	none	n/a	-
`enterprise_applications`	onboards_into	`configuration_items`	one_to_one	optional	none	n/a	-
`ci_classes`	classifies	`configuration_items`	one_to_many	required	none (required-if-present)	n/a	-
`configuration_items`	related_via	`ci_relationships`	one_to_many	optional	none	n/a	-
`configuration_items`	baselined_in	`ci_baselines`	many_to_many	optional	none	n/a	-
`configuration_items`	composes	`service_maps`	many_to_many	optional	none	n/a	-
`configuration_items`	backed_by	`hardware_assets`	one_to_one	optional	none	n/a	-
`configuration_items`	changed_by	`service_changes`	many_to_many	optional	none	n/a	-
`configuration_items`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`hardware_assets`	represented_as	`configuration_items`	one_to_one	optional	none	n/a	-
`locations`	hosts_desk_bookings	`desk_bookings`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	hosts_room_reservations	`room_reservations`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	site_of_service_requests	`workplace_service_requests`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	measured_by_reports	`space_utilization_reports`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	subject_of_feedback	`workplace_experience_feedback`	one_to_many	optional	none	n/a	-
`org_units`	groups	`employees`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	contains	`hcm_positions`	one_to_many	required	none (required-if-present)	n/a	-
`cost_centers`	funds	`org_units`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	engages	`contingent_workers`	one_to_many	optional	none	n/a	-
`org_units`	is_scored_by	`engagement_drivers`	one_to_many	optional	none	n/a	-
`org_units`	is_measured_by	`people_kpis`	one_to_many	optional	none	n/a	-
`org_units`	triggers	`iga_entitlement_definitions`	one_to_many	optional	none	n/a	-
`org_units`	maps_to	`cost_centers`	one_to_one	optional	none	n/a	-
`onboarding_stages`	contains	`onboarding_tasks`	one_to_many	required	⚠ audit: required composed child out of scope	n/a	-
`onboarding_tasks`	triggers	`asset_lifecycle_events`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	emits	`service_incidents`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	emits	`workplace_service_requests`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	spawns	`hr_cases`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	spawns	`iga_access_requests`	one_to_many	optional	none	n/a	-
`onboarding_tasks`	spawns	`course_enrollments`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`compliance_assignments`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`benefit_plans`	many_to_many	optional	none	n/a	-
`survey_campaigns`	targets	`org_units`	many_to_many	optional	none	n/a	-
`org_units`	owns	`action_plans`	one_to_many	optional	none	n/a	-
`service_incidents`	references	`configuration_items`	many_to_many	optional	none	n/a	-
`service_changes`	impacts	`configuration_items`	many_to_many	required	none (required-if-present)	n/a	-
`dc_port_connections`	updates	`configuration_items`	one_to_many	optional	none	n/a	-
`vulnerabilities`	affects	`configuration_items`	one_to_many	optional	none	n/a	-

6. Cross-domain context

6.1 Master consumers (other modules / domains that embed this scope’s masters)

data_object	other module / domain	role	necessity	notes
`service_catalog_items`	IGA-ENTITLEMENT-CATALOG (IGA Entitlement Catalog) - IGA	consumer	optional	ITSM service-catalog publications spawn corresponding entitlement-catalog entries.
`service_catalog_items`	ITSM-STARTER (IT Service Desk Starter) - ITSM	embedded_master	optional	-
`service_requests`	HRSD-EMPLOYEE-PORTAL (Employee Self-Service Portal) - HRSD	embedded_master	optional	-
`service_requests`	IT-OPS-STARTER (IT Operations Starter) - IT-OPS-STARTER	embedded_master	optional	-
`service_requests`	ITSM-STARTER (IT Service Desk Starter) - ITSM	embedded_master	required	-
`service_requests`	ONB-JOURNEY-MGMT (Onboarding Journey Management) - ONBOARDING	contributor	required	-
`service_requests`	RMM-MONITORING (Monitoring and Alerting) - RMM	consumer	required	-

6.2 Outbound handoffs (events this scope publishes)

source module	target domain	target module	trigger_event	transition	payload	integration	friction	description
CMDB-CORE	ITSM	ITSM-INCIDENT-MGMT	`ci.unauthorized_change_detected`	(state_change)	`configuration_items`	api_call	medium	Configuration drift against a CI baseline (or change without a CAB-approved change record) creates a compliance / security incident in ITSM. Friction is medium - false positives from legitimate-but-unrecorded operational tweaks are common.
ONB-JOURNEY-MGMT	HRSD	HRSD-CASE-MGMT	`task.escalation_required`	(state_change)	`onboarding_tasks`	api_call	medium	When an onboarding task is blocked, overdue, or contested (missing document, declined accommodation, pre-boarding question), an HR case is opened in HRSD. HRSD masters the case lifecycle; the case-resolution event flows back to unblock the task. Friction comes from inconsistent case-routing taxonomies between Onboarding and HRSD.
ONB-JOURNEY-MGMT	IWMS	IWMS-WORKPLACE-SERVICE-DESK	`task.workplace_setup_required`	(state_change)	`onboarding_tasks`	manual_handoff	high	Onboarding flags physical-workplace tasks: badge issuance, desk allocation, parking, building access, ergonomic kit. IWMS systems are rarely event-driven; in practice the handoff is a ticket or an email to Facilities. High friction is the norm.
ITSM-SERVICE-REQUEST	IGA	IGA-ENTITLEMENT-CATALOG	`service_catalog_item.published`	(state_change)	`service_catalog_items`	api_call	medium	New catalog items expose entitlements that IGA wires into access requests.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.created`	(state_change)	`org_units`	event_stream	medium	New org unit drives IGA group/role provisioning. Group-name conventions and ownership must be encoded; otherwise orphan groups proliferate.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.disbanded`	(state_change)	`org_units`	event_stream	high	Org-unit disbandment requires IGA group cleanup; orphan-group risk if employees re-assigned slowly.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.merged`	(state_change)	`org_units`	event_stream	high	Org-unit merge consolidates IGA groups: members migrate, entitlements deduplicated, SoD revalidated. Often runs as a batch project rather than event.
ONB-JOURNEY-MGMT	IGA	IGA-ACCESS-REQUEST	`task.access_provisioning_required`	(state_change)	`onboarding_tasks`	api_call	high	Onboarding flags the access-provisioning task for a new hire. IGA orchestrates the role/entitlement assignment via birthright-access policies and triggers provisioning to downstream systems. High friction because role-to-entitlement mappings are commonly maintained manually per business unit and drift quickly.
ONB-JOURNEY-MGMT	IGA	IGA-ACCESS-REQUEST	`task.it_provisioning_required`	(state_change)	`onboarding_tasks`	api_call	high	Onboarding task requests IT provisioning; IGA must orchestrate downstream accounts and entitlements. SLA pressure on day-one readiness.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.disbanded`	(state_change)	`org_units`	lifecycle_progression	high	Disbanded org unit requires every incumbent employee to be re-placed before close; worker-record module blocks the close until reassignment completes.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.merged`	(state_change)	`org_units`	lifecycle_progression	medium	Org-unit consolidation cascades employee re-assignment, manager and dotted-line reassignment, and reporting-line recompute on the worker record.
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.activated`	(state_change)	`org_units`	api_call	low	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.closed`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.created`	(state_change)	`org_units`	api_call	medium	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.disbanded`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.merged`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.reorganized`	(state_change)	`org_units`	api_call	high	-
ONB-JOURNEY-MGMT	LMS	LMS-COMPLIANCE-TRAINING	`task.compliance_training_required`	(state_change)	`onboarding_tasks`	api_call	medium	Compliance training items (security awareness, anti-harassment, HIPAA, country-specific code-of-conduct, role-specific certifications) trigger LMS enrollments. LMS masters the enrollment record and completion certificate; Onboarding consumes the completion event to close out its task. Friction sits in keeping the training catalog mapped to roles/jurisdictions.
HCM-ORG-POSITIONS	FIN	(domain-level)	`org_unit.created`	(state_change)	`org_units`	api_call	medium	New org unit usually maps to cost-center; ERP-FIN must reflect the structure for budgeting and labor allocation.

6.3 Inbound handoffs (events this scope reacts to)

target module	source domain	source module	trigger_event	transition	payload	integration	friction	description
ITSM-SERVICE-REQUEST	HRSD	HRSD-EMPLOYEE-PORTAL	`case.it_assistance_required`	(state_change)	`service_requests`	api_call	medium	HR case that needs IT action (lost laptop replacement, app access for a new role, account lockout) routes a service request into ITSM. Friction sits in the case-to-SR field mapping and status synchronization back to HRSD.
ITSM-SERVICE-REQUEST	SAM	(domain-level)	`license.expiry_warning`	(threshold)	`service_requests`	api_call	low	Upcoming license expiry creates a renewal-action service request in ITSM. Low friction because the trigger is calendar-based and well-defined; routing to the right owner is the only nuance.
ITSM-SERVICE-REQUEST	SAM	(domain-level)	`license_audit.required`	(state_change)	`service_requests`	api_call	medium	Vendor-initiated audit or proactive internal review triggers an audit workflow service request. Friction sits in evidence collection across SAM + CLM + S2P data.
ITSM-SERVICE-REQUEST	HCM	HCM-CORE-WORKER	`employee.terminated`	`terminated` (lifecycle)	`service_requests`	api_call	medium	Termination in HCM creates a fan-out of offboarding service requests in ITSM: workspace cleanup, mail-forwarding setup, equipment-return tracking, exit-interview scheduling. Failure modes: template tasks for new role types missing; tasks created against wrong assignee groups when org changed shortly before termination.
ITSM-SERVICE-REQUEST	ONBOARDING	ONB-JOURNEY-MGMT	`task.it_provisioning_required`	(state_change)	`onboarding_tasks`	api_call	medium	Onboarding emits the IT-provisioning task for a new hire (laptop, peripherals, baseline software access). ITSM creates the corresponding service request(s); ITSM masters the fulfillment work item. Failure modes: late role / location changes invalidate the original SR catalog selection; manual rework is common.
ITSM-SERVICE-REQUEST	ONBOARDING	ONB-JOURNEY-MGMT	`task.workplace_setup_required`	(state_change)	`onboarding_tasks`	api_call	medium	Workspace, desk, badge requests fulfilled by ITSM/IWMS.
CMDB-CORE	DISCOVERY	(domain-level)	`ci.discovered`	`discovered` (signal)	`configuration_items`	event_stream	low	Discovered devices reconcile against the existing CMDB and either match (update existing CI), promote (create new CI), or queue for manual review (ambiguous match). Low friction when DISCOVERY and CMDB are same-vendor; medium otherwise.
CMDB-CORE	RMM	RMM-AGENT-MGMT	`ci_endpoint.discovered`	`discovered` (signal)	`configuration_items`	api_call	high	RMM contributes CI attributes (OS, installed services, network config) to the CMDB. Failure modes: CMDB receives the same logical CI from multiple discovery sources (RMM, AD, agent-less scans, cloud APIs) with conflicting attribute values; reconciliation rules are CMDB-vendor-specific and rarely fully cover RMM’s payload shape.

6.4 Master providers (modules / domains that own masters this scope embeds)

data_object	role here	necessity	canonical owner(s)	slice notes
`configuration_items`	embedded_master	optional	CMDB-CORE (CMDB)	-
`locations`	embedded_master	optional	IWMS-LOCATION-MASTER (IWMS)	-
`onboarding_tasks`	embedded_master	required	ONB-JOURNEY-MGMT (ONBOARDING)	ITSM-SERVICE-REQUEST receives onboarding tasks (IT provisioning, workplace setup) as service-request payloads.
`org_units`	embedded_master	optional	HCM-ORG-POSITIONS (HCM)	-

7. Lifecycle states

`configuration_items` (Configuration Item)

This scope holds configuration_items as embedded_master; the canonical state machine is owned by CMDB-CORE.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`discovered`	✓	-	-	-	CI auto-detected by discovery feed; not yet curated.
2	`registered`	-	-	✓	`itsm-service-request:register_ci`	CI record curated and accepted into the CMDB of record.
3	`in_use`	-	-	-	-	CI is actively in operational use.
4	`retired`	-	-	✓	`itsm-service-request:retire_ci`	CI taken out of service but record retained.
5	`archived`	-	✓	✓	`itsm-service-request:archive_ci`	CI record archived after retirement; read-only for audit.

`onboarding_tasks` (Onboarding Task)

This scope holds onboarding_tasks as embedded_master; the canonical state machine is owned by ONB-JOURNEY-MGMT.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`pending`	✓	-	-	-	Task assigned; due date set; not yet started.
2	`in_progress`	-	-	-	-	Assignee has started work or partial evidence captured.
3	`completed`	-	✓	✓	`itsm-service-request:completed_onboarding_task`	Task done; evidence (form, acknowledgment, signature, ticket id) captured.
4	`skipped`	-	✓	✓	`itsm-service-request:skipped_onboarding_task`	Task waived by manager/HR for this journey.
5	`canceled`	-	✓	✓	`itsm-service-request:canceled_onboarding_task`	Task voided (journey canceled, prerequisite removed).

`org_units` (Org Unit)

This scope holds org_units as embedded_master; the canonical state machine is owned by HCM-ORG-POSITIONS.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`draft`	✓	-	-	-	Org unit defined as part of a future structure; not yet operational.
2	`active`	-	-	✓	`itsm-service-request:active_org_unit`	Operational unit; carries headcount, cost-center linkage, and reporting lines.
3	`reorganized`	-	✓	✓	`itsm-service-request:reorganized_org_unit`	Unit folded into or replaced by a new structure; references remain for history.
4	`closed`	-	✓	✓	`itsm-service-request:closed_org_unit`	Unit dissolved; no employees or positions reside in it.

`service_catalog_items` (Service Catalog Item)

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`draft`	✓	-	-	-	-
2	`published`	-	-	✓	`itsm-service-request:publish_catalog_item`	-
3	`retired`	-	✓	✓	`itsm-service-request:retire_catalog_item`	-

`service_requests` (Service Request)

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`submitted`	✓	-	-	-	Requester has submitted the catalog request.
2	`approved`	-	-	✓	`itsm-service-request:approved_service_request`	Approver has authorized fulfillment.
3	`fulfilling`	-	-	-	-	Fulfillment team is provisioning or executing the request.
4	`fulfilled`	-	-	-	-	Item or access has been delivered to the requester.
5	`closed`	-	✓	-	-	Request archived after requester confirmation.
6	`canceled`	-	✓	-	-	Request withdrawn or rejected before fulfillment.

8. Permissions and business rules (derived)

8.1 Permissions

permission	tier	description	included in `:admin`?
`itsm-service-request:read`	baseline-read	Read access to every entity in the module	✓
`itsm-service-request:manage`	baseline-manage	Edit operational records	✓
`itsm-service-request:admin`	baseline-admin	Edit reference data and inherit every workflow gate below	-
`itsm-service-request:completed_onboarding_task`	workflow-gate (lifecycle)	Transition `onboarding_tasks` into state `completed`	✓
`itsm-service-request:skipped_onboarding_task`	workflow-gate (lifecycle)	Transition `onboarding_tasks` into state `skipped`	✓
`itsm-service-request:canceled_onboarding_task`	workflow-gate (lifecycle)	Transition `onboarding_tasks` into state `canceled`	✓
`itsm-service-request:active_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `active`	✓
`itsm-service-request:reorganized_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `reorganized`	✓
`itsm-service-request:closed_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `closed`	✓
`itsm-service-request:approved_service_request`	workflow-gate (lifecycle)	Transition `service_requests` into state `approved`	✓
`itsm-service-request:publish_catalog_item`	workflow-gate (lifecycle)	Transition `service_catalog_items` into state `published`	✓
`itsm-service-request:retire_catalog_item`	workflow-gate (lifecycle)	Transition `service_catalog_items` into state `retired`	✓
`itsm-service-request:register_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `registered`	✓
`itsm-service-request:retire_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `retired`	✓
`itsm-service-request:archive_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `archived`	✓
`itsm-service-request:view_all_onboarding_tasks`	override (personal_content)	View all `onboarding_tasks` rows beyond row-scope	✓
`itsm-service-request:manage_all_onboarding_tasks`	override (personal_content)	Manage all `onboarding_tasks` rows beyond row-scope	✓

8.2 Business rules

rule_name	data_object	source flag	intent
`onboarding_task_edit_scope`	`onboarding_tasks`	has_personal_content	Row-scope by default; override via `itsm-service-request:view_all_onboarding_tasks` / `itsm-service-request:manage_all_onboarding_tasks`

9. Roles, RACI, and responsibilities (derived)

Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope’s entity-type write tiers + process_raci; none of it is stored in the catalog (the deployer provisions it from this blueprint).

9.1 `ITSM-SERVICE-REQUEST`

Baseline roles:

role	baseline grant
`itsm-service-request_viewer`	`itsm-service-request:read`
`itsm-service-request_manager`	`itsm-service-request:manage`
`itsm-service-request_admin`	`itsm-service-request:admin`

Permission hierarchy:

permission	includes
`itsm-service-request:admin`	`itsm-service-request:manage`
`itsm-service-request:manage`	`itsm-service-request:read`
`itsm-service-request:admin`	`itsm-service-request:completed_onboarding_task`
`itsm-service-request:admin`	`itsm-service-request:skipped_onboarding_task`
`itsm-service-request:admin`	`itsm-service-request:canceled_onboarding_task`
`itsm-service-request:admin`	`itsm-service-request:active_org_unit`
`itsm-service-request:admin`	`itsm-service-request:reorganized_org_unit`
`itsm-service-request:admin`	`itsm-service-request:closed_org_unit`
`itsm-service-request:admin`	`itsm-service-request:approved_service_request`
`itsm-service-request:admin`	`itsm-service-request:publish_catalog_item`
`itsm-service-request:admin`	`itsm-service-request:retire_catalog_item`
`itsm-service-request:admin`	`itsm-service-request:register_ci`
`itsm-service-request:admin`	`itsm-service-request:retire_ci`
`itsm-service-request:admin`	`itsm-service-request:archive_ci`
`itsm-service-request:admin`	`itsm-service-request:view_all_onboarding_tasks`
`itsm-service-request:admin`	`itsm-service-request:manage_all_onboarding_tasks`

Processes wired:

process_key	process_name	PCF code	PCF ID	level	description
`create_organizational_design`	Create organizational design	1.2.5	10041	3	Formulating a design for the organization’s resources that allow it to meet its objectives. Develop a new framework for molding the organization’s various processes into a coherent and seamless whole.
`conduct_organization`	Conduct organization restructuring opportunities	1.1.5	16792	3	Examining the scope and contingencies for restructuring based on market situation and internal realities. Map the market forces over which any and all probabilities can be probed for utility and viability. Once the restructuring options have been analyzed and the due-diligence performed, execute the deal. Consider seeking professional services for assistance in formalizing these opportunities.

RACI realization:

actor	kind	raci	process_key	realization
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`create_organizational_design`	grant gates [itsm-service-request:active_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`create_organizational_design`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`create_organizational_design`	advisory read grant
`HR-HRIS-ADMIN`	persona	informed	`create_organizational_design`	notification side effect (trigger_event / webhook_receiver)
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`conduct_organization`	grant gates [itsm-service-request:reorganized_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`conduct_organization`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`conduct_organization`	advisory read grant

9.2 Functional ownership and default grants

responsibility	business function	default role	default tier
owner	IT Service Desk	`admin`	`:admin`
contributor	IT Operations	`manage`	`:manage`
contributor	Security	`manage`	`:manage`
consumer	Finance	`read`	`:read`
consumer	Human Resources	`read`	`:read`