Why request fulfilment stalls after go live
It rarely stops all at once. It decays, and the decay has a shape.
The usual failure: Requests and incidents share one queue, so urgent faults compete with laptop orders and the priority scale absorbs the conflict until it stops meaning anything.
It is worth being precise about the difference between not started and decayed. A practice that never began needs a decision. A practice that began and slid back needs to know which week it slid, and who noticed.
What it should look like instead: Common requests are distinguished from incidents, have a published lead time, and follow a repeatable path rather than being negotiated each time.
The measurable version of this is a score that falls between two rounds in one area while the rest hold. That is specific enough to ask three people about directly, which is how it gets fixed.
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