BPM Project & Change Request Lifecycle – Master Task Checklist + Ownership + SLA Matrix
This article provides the official operational checklist for managing Workday-related projects and change requests within the Business Process Management (BPM) framework. It establishes the required tasks, ownership expectations, and service level timelines for each phase of the lifecycle to ensure consistent governance, accountability, and transparency.
The lifecycle applies to both full-scale projects and smaller change requests. While complexity and duration may vary, all work follows the same structured phases to support standardized intake, clear decision-making, effective coordination with Workday Support Services (WSS), and thorough documentation for audit and reporting purposes.
Service level timelines are provided at the phase, section, and task level. The phase timeline represents the overall expected timeframe for completing that phase of the lifecycle. Each section within the phase includes a timeline showing when that group of activities typically occurs within the phase, measured in business days from the start of the phase. Individual tasks within each section also include typical service level timelines to indicate the expected turnaround time for completing that specific activity. Together, these timelines provide both an overall deadline for the phase and a structured breakdown of how work progresses within it.
Phase 1 – Intake (3 days)
Purpose: Capture, review, and appropriately route incoming Workday-related requests.
Request Logging & Validation (2 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm request submitted through official intake channel |
Work-Study / Analyst |
Same day |
| Verify request category aligns with BPM-Workday service scope |
Analyst |
1 business day |
| Assign BPM ticket owner |
Lead BA / Manager |
1 business day |
| Confirm functional areas impacted |
Analyst |
1–2 business days |
Request Completeness Review (2 days)
| Confirm business problem is clearly described |
Analyst |
1–2 business days |
| Confirm impacted business processes identified |
Analyst |
1–2 business days |
| Verify internal ticket information is completed |
Analyst |
1–2 business days |
| Confirm supporting documentation attached |
Analyst |
1–2 business days |
Ticket Structure Determination (Parent vs Child) (3 days)
| Identify request type (Project, Change, Support) |
Lead BA |
1–2 days |
| Evaluate for parent/child relationship |
Lead BA |
1–3 days |
| Create or link Parent ticket in TDX |
Analyst |
1 day |
Intake Decision & Routing (3 days)
| Confirm request is not duplicate |
Analyst |
1–2 days |
| Identify need for clarification or redirection |
Lead BA |
1–3 days |
| Record intake outcome in ticket |
Analyst |
1 day |
| Notify requester of intake decision |
Analyst |
1 day |
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Phase 2 – Discovery (15 days)
Purpose: Develop a clear understanding of the business problem before defining solutions.
Discovery Initiation & Preparation (5 days)
| Task |
Responsible Party |
Typical SLA |
| Review intake notes and request documentation |
Lead BA / Analyst |
1–2 business days |
| Confirm discovery scope and objectives |
Lead BA |
1–2 business days |
| Identify key stakeholders and subject matter experts |
Lead BA |
2–3 business days |
| Schedule discovery meetings or working sessions |
Analyst |
3–5 business days |
Current State Process Review (5 days)
| Review current Workday business process configuration |
Analyst |
3–5 business days |
| Review existing process documentation or diagrams |
Analyst |
3–5 business days |
| Review security roles and approval routing impacts |
Analyst |
3–5 business days |
| Review related reports, integrations, or downstream impacts |
Analyst |
3–5 business days |
Stakeholder Engagement & Information Gathering (15 days)
| Conduct discovery meetings or workshops |
Lead BA |
1–3 weeks |
| Document stakeholder pain points and operational challenges |
Analyst |
1–2 weeks |
| Clarify desired outcomes and success criteria |
Lead BA |
1–2 weeks |
| Gather examples, screenshots, or supporting data |
Analyst / Stakeholders |
1–2 weeks |
Discovery Analysis & Synthesis (5 days)
| Analyze gaps, inefficiencies, and root causes |
Lead BA |
1 week |
| Identify potential solution pathways |
Lead BA |
1 week |
| Assess feasibility and constraints |
Lead BA |
1 week |
Discovery Documentation & Outcome (5 days)
| Prepare Discovery Summary document |
Lead BA |
1 week |
| Document recommended path forward |
Lead BA |
1 week |
| Review findings internally with BPM leadership |
BPM Manager |
3–5 business days |
| Share discovery outcomes with stakeholders |
Lead BA |
3–5 business days |
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Phase 3 – Prioritization (10 days)
Purpose: Determine if and when the request should be worked based on impact, effort, and capacity.
Prioritization Preparation (3 days)
| Task |
Responsible Party |
Typical SLA |
| Review Discovery Summary and recommended path forward |
Lead BA |
1–2 business days |
| Confirm scope boundaries for prioritization evaluation |
Lead BA |
1–2 business days |
| Verify impacted functional areas and stakeholder groups |
Analyst |
1–3 business days |
Business Impact & Urgency Assessment (5 days)
| Evaluate operational impact to business processes |
Lead BA |
3–5 business days |
| Assess impact to compliance, policy, or regulatory requirements |
Lead BA |
3–5 business days |
| Determine urgency based on operational risk or deadlines |
Lead BA |
3–5 business days |
| Document business impact findings |
Analyst |
2–3 business days |
Effort, Complexity, and Risk Assessment (5 days)
| Estimate configuration complexity and scope |
Lead BA |
3–5 business days |
| Assess level of cross-functional coordination required |
Lead BA |
3–5 business days |
| Identify dependencies on WSS, external teams, or other projects |
Lead BA |
3–5 business days |
| Document effort and risk assessment |
Analyst |
2–3 business days |
Capacity & Portfolio Review (5 days)
| Review current BPM project workload and resource capacity |
BPM Manager |
3–5 business days |
| Compare request against active and planned work |
BPM Manager |
3–5 business days |
| Determine potential timing and sequencing options |
BPM Manager |
3–5 business days |
Leadership Review & Decision Coordination (10 days)
| Prepare prioritization summary for leadership review |
Lead BA / Manager |
3–5 business days |
| Engage functional directors for prioritization input |
BPM Manager |
1–2 weeks |
| Coordinate leadership review discussions |
BPM Manager |
1–2 weeks |
| Document leadership prioritization decision |
Analyst |
2–3 business days |
Prioritization Outcome Documentation (2 days)
| Update TeamDynamix ticket with prioritization outcome |
Analyst |
1–2 business days |
| Notify requester of prioritization decision and next steps |
Analyst |
1–2 business days |
| Document scheduling timeframe if request is deferred |
Analyst |
1–2 business days |
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Phase 4 – Planning (5 days)
Purpose: Translate an approved request into a structured, actionable plan.
Planning Initiation & Preparation (3 days)
| Task |
Responsible Party |
Typical SLA |
| Review prioritization decision and approved timing |
Lead BA |
1–2 business days |
| Confirm scope boundaries based on Discovery findings |
Lead BA |
1–3 business days |
| Verify impacted business processes and functional areas |
Analyst |
1–3 business days |
| Confirm planning kickoff readiness |
Lead BA / Manager |
1–3 business days |
Scope Definition & Assumptions (5 days)
| Define detailed scope of work |
Lead BA |
3–5 business days |
| Identify out-of-scope items and constraints |
Lead BA |
3–5 business days |
| Document assumptions impacting planning |
Analyst |
2–3 business days |
| Define measurable success criteria |
Lead BA |
3–5 business days |
Stakeholder Identification & Coordination (5 days)
| Identify all impacted stakeholder groups |
Lead BA |
3–5 business days |
| Confirm stakeholder roles and involvement levels |
Lead BA |
3–5 business days |
| Identify required subject matter experts |
Lead BA |
3–5 business days |
| Confirm stakeholder availability and engagement readiness |
Analyst |
3–5 business days |
Timeline & Sequencing Development (5 days)
| Develop high-level project or change request timeline |
Lead BA |
3–5 business days |
| Identify major milestones and sequencing |
Lead BA |
3–5 business days |
| Identify dependencies impacting schedule |
Lead BA |
3–5 business days |
| Document proposed timeline and sequencing |
Analyst |
2–3 business days |
Project vs Change Request Determination (5 days)
| Evaluate complexity and scope against lifecycle criteria |
Lead BA |
3–5 business days |
| Determine whether work proceeds as project or change request |
BPM Manager |
3–5 business days |
| Update ticket structure and hierarchy if needed |
Analyst |
2–3 business days |
Planning Outcome Documentation (5 days)
| Document finalized planning summary |
Analyst |
3–5 business days |
| Confirm readiness to move into Solution Design |
Lead BA / Manager |
2–3 business days |
| Update TeamDynamix ticket with planning outcome |
Analyst |
1–2 business days |
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Phase 5 – Solution Design (10 days)
Purpose: Define the detailed functional approach before configuration work begins.
Design Initiation & Preparation (5 days)
| Task |
Responsible Party |
Typical SLA |
| Review approved planning summary and scope documentation |
Lead BA |
2–3 business days |
| Confirm solution design objectives and boundaries |
Lead BA |
2–3 business days |
| Identify stakeholders required for design validation |
Lead BA |
3–5 business days |
| Schedule solution design working sessions |
Analyst |
3–5 business days |
Future State Business Process Definition (10 days)
| Document proposed future-state business process changes |
Lead BA |
1–2 weeks |
| Define changes to approval routing and decision points |
Lead BA |
1–2 weeks |
| Identify changes to process steps and roles |
Lead BA |
1–2 weeks |
| Document exceptions and special case handling |
Lead BA |
1–2 weeks |
Workday Configuration Requirements Definition (10 days)
| Define required Workday configuration changes |
Lead BA |
1–2 weeks |
| Identify configuration dependencies and constraints |
Lead BA |
1–2 weeks |
| Define required business process configuration updates |
Lead BA |
1–2 weeks |
| Document configuration logic and expected behavior |
Analyst |
1 week |
Impact Analysis (Security, Reporting, Downstream) (5 days)
| Identify impacted security roles and access considerations |
Analyst / Lead BA |
1 week |
| Assess impact to reporting and data outputs |
Analyst |
1 week |
| Identify downstream integrations or process impacts |
Lead BA |
1 week |
| Document impact analysis findings |
Analyst |
3–5 business days |
Stakeholder Validation & Approval (10 days)
| Review proposed solution design with stakeholders |
Lead BA |
1–2 weeks |
| Address stakeholder questions or requested adjustments |
Lead BA |
1–2 weeks |
| Obtain formal stakeholder approval of design |
Lead BA / Manager |
3–5 business days |
Preparation for Workday Support Services Submission (5 days)
| Compile finalized design documentation |
Analyst |
3–5 business days |
| Prepare configuration requirements for Jira submission |
Lead BA |
3–5 business days |
| Confirm readiness to move to Ticket Submission phase |
BPM Manager |
2–3 business days |
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Phase 6 – Ticket Submission (5 days)
Purpose: Initiate Workday configuration work through Workday Support Services (WSS).
Submission Preparation & Readiness (3 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm solution design approval documentation is complete |
Lead BA |
1–2 business days |
| Verify configuration requirements are fully documented |
Lead BA |
1–3 business days |
| Confirm dependencies and related tickets are identified |
Analyst |
1–3 business days |
| Validate readiness to proceed to WSS submission |
BPM Manager |
2–3 business days |
Jira Ticket Creation & Submission (2 days)
| Create Jira ticket in Workday Support Services portal |
Analyst / Lead BA |
1–2 business days |
| Enter finalized configuration requirements and business context |
Lead BA |
1–2 business days |
| Attach supporting documentation and design artifacts |
Analyst |
1 business day |
| Submit ticket to WSS and confirm successful submission |
Lead BA |
Same day |
| Record Jira ticket reference in TeamDynamix ticket |
Analyst |
Same day |
Clarification & Coordination with WSS (5 days)
| Monitor Jira ticket for clarification requests from WSS |
Analyst |
Ongoing / Daily |
| Coordinate responses to WSS clarification questions |
Lead BA |
2–3 business days |
| Engage stakeholders as needed to resolve clarification requests |
Lead BA |
3–5 business days |
| Document clarification responses in Jira and TDX |
Analyst |
1–2 business days |
Configuration Timeline Coordination (5 days)
| Review proposed configuration timelines provided by WSS |
Lead BA |
3–5 business days |
| Confirm sequencing with related tickets or dependencies |
Lead BA |
3–5 business days |
| Coordinate timeline expectations with stakeholders |
Lead BA |
3–5 business days |
| Document agreed timeline in TeamDynamix ticket |
Analyst |
1–2 business days |
Functional Oversight & Progress Tracking (5 days)
| Monitor Jira ticket status updates from WSS |
Analyst |
Ongoing / Weekly |
| Provide functional clarification to WSS during configuration |
Lead BA |
As needed |
| Update stakeholders on configuration progress |
Lead BA / Analyst |
Weekly |
| Document progress updates in TeamDynamix ticket |
Analyst |
Weekly |
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Phase 7 – Testing (10 days)
Purpose: Validate that the configuration meets business and functional requirements.
Testing Preparation & Readiness (5 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm configuration completion notification from WSS |
Lead BA / Analyst |
1–2 business days |
| Verify testing environment availability and access |
Analyst |
1–3 business days |
| Confirm testing scope and scenarios align with design documentation |
Lead BA |
2–3 business days |
| Prepare functional testing plan and test cases |
Analyst / Lead BA |
3–5 business days |
BPM Functional Testing Execution (10 days)
| Execute BPM functional test scenarios |
Analyst / Lead BA |
1–2 weeks |
| Validate business process workflow behavior |
Lead BA |
1–2 weeks |
| Confirm approval routing and role assignments function correctly |
Lead BA |
1–2 weeks |
| Validate expected data outputs and reporting behavior |
Analyst |
1–2 weeks |
User Acceptance Testing (UAT) Coordination (5 days)
| Identify stakeholders responsible for UAT participation |
Lead BA |
3–5 business days |
| Provide UAT guidance and testing instructions |
Lead BA / Analyst |
3–5 business days |
| Coordinate UAT testing schedule |
Analyst |
1 week |
| Monitor UAT progress and completion status |
Analyst |
Ongoing |
Defect Identification & Resolution Coordination (3 days)
| Document testing defects and unexpected behaviors |
Analyst / Stakeholders |
Ongoing during testing |
| Prioritize defects based on severity and impact |
Lead BA |
2–3 business days |
| Submit defect tickets or updates to WSS |
Lead BA / Analyst |
2–3 business days |
| Track defect remediation progress with WSS |
Analyst |
Ongoing |
Retesting & Validation (5 days)
| Retest resolved defects following WSS updates |
Analyst / Lead BA |
3–5 business days |
| Confirm defect resolution meets functional expectations |
Lead BA |
3–5 business days |
| Update testing documentation and defect logs |
Analyst |
2–3 business days |
Testing Progress Communication & Documentation (3 days)
| Provide periodic testing status updates to stakeholders |
Lead BA / Analyst |
Weekly |
| Document testing progress in TeamDynamix ticket |
Analyst |
Weekly |
| Confirm readiness to move to Testing Completed phase |
Lead BA / Manager |
2–3 business days |
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Phase 8 – Testing Completed (5 days)
Purpose: Formally confirm that all testing and approvals are complete.
Testing Completion Verification (3 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm BPM functional testing activities are fully completed |
Lead BA / Analyst |
1–3 business days |
| Verify all planned test scenarios were executed |
Analyst |
1–3 business days |
| Confirm all test results are documented |
Analyst |
2–3 business days |
User Acceptance Testing (UAT) Sign-Off Coordination (5 days)
| Confirm UAT activities have concluded |
Lead BA |
2–3 business days |
| Obtain formal UAT approval from stakeholders |
Lead BA |
3–5 business days |
| Document stakeholder sign-off in project records |
Analyst |
2–3 business days |
Defect Closure Validation (5 days)
| Verify all critical and high-severity defects are resolved |
Lead BA |
3–5 business days |
| Confirm no blocking issues remain |
Lead BA / Manager |
2–3 business days |
| Document final defect status summary |
Analyst |
2–3 business days |
Deployment Readiness Validation (5 days)
| Confirm configuration is ready for production migration |
Lead BA / Manager |
2–3 business days |
| Verify deployment dependencies are resolved |
Lead BA |
2–3 business days |
| Confirm production deployment sequencing |
Lead BA / WSS Coordination |
3–5 business days |
Training & Communication Coordination (External Team Handoff) (5 days)
| Confirm whether training is required |
Lead BA |
2–3 business days |
| Confirm whether communications are required |
Lead BA |
2–3 business days |
| Coordinate requester submission to Training Team form (if needed) |
Lead BA / Analyst |
3–5 business days |
| Coordinate handoff to Communications Team (if applicable) |
Lead BA |
3–5 business days |
Testing Completion Documentation (3 days)
| Update TeamDynamix ticket with testing completion status |
Analyst |
1–2 business days |
| Document readiness for deployment phase |
Lead BA |
1–2 business days |
| Notify stakeholders of deployment readiness |
Lead BA / Analyst |
2–3 business days |
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Phase 9 – Deployment (5 days)
Purpose: Move approved changes into the Production environment.
Deployment Coordination with WSS (5 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm WSS deployment schedule and migration window |
Lead BA |
3–5 business days |
| Verify all deployment prerequisites are met |
Lead BA / Analyst |
2–3 business days |
| Coordinate sequencing with related tickets or dependencies |
Lead BA |
3–5 business days |
| Confirm go-live readiness with stakeholders |
Lead BA |
3–5 business days |
Go-Live Preparation & Coordination (5 days)
| Confirm stakeholder awareness of go-live timing |
Lead BA / Analyst |
3–5 business days |
| Verify communication handoffs are completed (if applicable) |
Lead BA |
3–5 business days |
| Confirm training team readiness (if applicable) |
Lead BA |
3–5 business days |
| Document go-live plan in TeamDynamix ticket |
Analyst |
2–3 business days |
Production Deployment Monitoring (1 day)
| Monitor deployment status during WSS migration window |
Lead BA / Analyst |
Deployment day |
| Confirm successful configuration migration in Production |
Lead BA |
Same day |
| Coordinate immediate issue escalation to WSS if needed |
Lead BA |
Same day |
Post-Deployment Production Validation (5 days)
| Perform initial BPM validation testing in Production |
Analyst / Lead BA |
1–3 business days |
| Confirm business process workflow functions correctly |
Lead BA |
1–3 business days |
| Validate data outputs and reporting behavior in Production |
Analyst |
1–3 business days |
| Confirm stakeholder validation of production functionality |
Lead BA |
3–5 business days |
Deployment Documentation & Communication (3 days)
| Update TeamDynamix ticket with deployment status |
Analyst |
Same day |
| Document production validation results |
Analyst |
2–3 business days |
| Notify stakeholders of successful deployment |
Lead BA / Analyst |
1–2 business days |
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Phase 10 – Stabilization (15 days)
Purpose: Ensure the solution functions as expected after go-live.
Post-Deployment Monitoring (10 days)
| Task |
Responsible Party |
Typical SLA |
| Monitor solution performance immediately after go-live |
Lead BA / Analyst |
Daily for first 1–2 weeks |
| Review system behavior for unexpected errors or workflow issues |
Analyst |
Ongoing during stabilization period |
| Confirm expected business process outcomes are occurring |
Lead BA |
1–2 weeks |
| Validate data outputs and reporting accuracy |
Analyst |
1–2 weeks |
Issue Identification & Triage (3 days)
| Collect and review user feedback regarding solution behavior |
Lead BA / Analyst |
Ongoing |
| Identify post-deployment issues or defects |
Lead BA / Analyst |
Ongoing |
| Assess severity and impact of identified issues |
Lead BA |
2–3 business days |
| Determine if issue requires WSS involvement |
Lead BA |
2–3 business days |
Issue Resolution Coordination (5 days)
| Submit defect or enhancement requests to WSS when needed |
Lead BA / Analyst |
2–3 business days |
| Coordinate clarification and functional support for WSS |
Lead BA |
Ongoing |
| Track remediation progress with WSS |
Analyst |
Ongoing |
| Coordinate retesting after issue resolution |
Analyst / Lead BA |
3–5 business days |
User Support & Clarification
| Provide clarification to users on new process behavior |
Lead BA / Analyst |
As needed |
| Coordinate user questions to appropriate support channels |
Analyst |
As needed |
| Document frequently reported issues or questions |
Analyst |
Ongoing |
Stabilization Review & Enhancement Identification (15 days)
| Evaluate overall solution stability after go-live |
Lead BA / Manager |
2–3 weeks |
| Identify opportunities for future enhancements |
Lead BA |
2–3 weeks |
| Document stabilization findings and recommendations |
Analyst |
1 week |
Stabilization Documentation & Closure Readiness (3 days)
| Update TeamDynamix ticket with stabilization status |
Analyst |
Weekly |
| Confirm readiness to move to Closure phase |
BPM Manager |
2–3 business days |
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Phase 11 – Closure (10 days)
Purpose: Formally close the request and capture completion artifacts.
Closure Preparation & Verification (5 days)
| Task |
Responsible Party |
Typical SLA |
| Confirm stabilization activities are complete |
Lead BA / Manager |
2–3 business days |
| Verify no outstanding critical issues remain |
Lead BA |
2–3 business days |
| Confirm stakeholder acceptance of final solution |
Lead BA |
3–5 business days |
Documentation Finalization (10 days)
| Compile final solution documentation |
Analyst |
3–5 business days |
| Ensure design, testing, and deployment artifacts are stored |
Analyst |
3–5 business days |
| Update or create Knowledge Base Articles as needed |
Lead BA / Analyst |
1–2 weeks |
| Confirm documentation is accessible for audit purposes |
Analyst |
3–5 business days |
Metrics & Lessons Learned Capture (10 days)
| Capture project or change request metrics (timeline, effort, outcomes) |
Analyst / Manager |
1 week |
| Document lessons learned and process improvement opportunities |
Lead BA / Manager |
1–2 weeks |
| Review lessons learned internally with BPM leadership |
BPM Manager |
1 week |
Ticket Closure & Archiving (5 days)
| Update TeamDynamix ticket with final resolution summary |
Analyst |
2–3 business days |
| Confirm all required documentation is attached to ticket |
Analyst |
2–3 business days |
| Close TeamDynamix ticket |
Lead BA / Analyst |
1–2 business days |
| Archive request artifacts for reporting and audit |
Analyst |
3–5 business days |
Closure Communication (2 days)
| Notify stakeholders of formal closure |
Lead BA / Analyst |
1–2 business days |
| Provide final documentation or references to stakeholders |
Lead BA |
1–2 business days |
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