Solution Architecture Practice

Comprehensive guide to software architecture frameworks, patterns, and best practices

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Service Request Process

Overview

The Architecture Practice provides comprehensive services to business units and development teams to help them design, evaluate, and implement enterprise solutions. This document defines the service request process, intake procedures, routing logic, and delivery workflows.

Service Request Lifecycle:

Submission → Triage → Assignment → Execution → Delivery → Closure

Service Request Intake

How to Submit a Service Request

Online Form: Submit via Architecture Service Request Form

Email Option: architecture-practice@company.com

Slack Option: #architecture-requests channel for urgent items

Walk-in Clinic: Office hours (see Office Hours)

Required Information

All service requests must include:

  1. Request Information
    • Requester name and contact information
    • Department/business unit
    • Urgency level (Critical, High, Medium, Low)
    • Preferred timeline for completion
  2. Problem Statement
    • Clear description of business need or technical challenge
    • Business impact and success metrics
    • Current state (if applicable)
    • Constraints or dependencies
  3. Scope Definition
    • Proposed deliverables
    • Known constraints
    • Related systems or services
    • Stakeholder list
  4. Attachments
    • Existing architecture diagrams
    • Requirements documents
    • Related ADRs or decision records
    • Supporting documentation

Service Types and Effort Estimates

Type 1: Architecture Design (Strategic)

Definition: Design comprehensive solution architecture for new systems, major transformations, or critical decisions

Scope:

  • Full architecture design from requirements to implementation plan
  • Multiple design alternatives evaluated
  • NFR analysis and capacity planning
  • Technology selection and justification
  • Security, compliance, and operational considerations

Typical Deliverables:

  • Architecture Decision Record (ADR)
  • Architecture Design Document (20-40 pages)
  • C4 context, container, and component diagrams
  • Technology selection matrix and evaluation
  • Implementation roadmap with phases
  • Risk assessment and mitigation strategies
  • Team structure and skills requirements

Effort Estimate: 8-12 weeks Team Size: 3-5 architects (principal, senior, staff) Cost Allocation: 300-500 architect-hours

SLA:

  • Initial consultation: 5 business days
  • Design kickoff: 10 business days
  • Design review: 4 weeks in
  • Delivery: 8-12 weeks
  • Post-delivery support: 2 weeks

Example Scenarios:

  • Microservices transformation strategy
  • Cloud migration architecture
  • New data platform design
  • Enterprise integration strategy
  • Digital transformation roadmap

Type 2: Design Review (Validation)

Definition: Evaluate and provide feedback on existing architecture designs, proposals, or implementation plans

Scope:

  • Architecture review against standards and best practices
  • Security and compliance assessment
  • Operational readiness evaluation
  • Performance and scalability analysis
  • Technology stack review

Typical Deliverables:

  • Architecture Review Board (ARB) assessment
  • Findings document with severity levels
  • Recommendations with justification
  • Risk assessment
  • Implementation guidance for remediation
  • Approval decision with conditions (if applicable)

Effort Estimate: 2-4 weeks Team Size: 2-3 architects (senior/principal) Cost Allocation: 40-80 architect-hours

SLA:

  • Initial review: 1 week
  • Review meeting: 2 weeks
  • Findings delivery: 3 weeks
  • Follow-up review: 4 weeks

Review Checklist: See Architecture Review Checklist

Example Scenarios:

  • Peer design review before major implementation
  • Third-party architecture audit
  • Post-implementation assessment
  • Technology selection validation
  • Compliance evaluation

Type 3: Technology Evaluation (Decision Support)

Definition: Evaluate and compare technologies, platforms, or approaches to support decision-making

Scope:

  • Technology landscape analysis
  • Product/solution comparison
  • Proof of concept design
  • Integration assessment
  • Cost-benefit analysis
  • Implementation complexity evaluation

Typical Deliverables:

  • Technology Evaluation Report
  • Comparison matrix (weighted criteria scoring)
  • POC requirements and success criteria
  • Procurement recommendation
  • Implementation approach
  • Training and skills assessment
  • Total cost of ownership (TCO) model

Effort Estimate: 4-8 weeks Team Size: 2-3 architects (domain expert + generalist) Cost Allocation: 80-160 architect-hours

SLA:

  • Evaluation plan: 5 business days
  • Technology briefings: 2 weeks
  • Analysis completion: 4 weeks
  • Recommendation delivery: 6 weeks

Technology Evaluation Process: See Technology Evaluation Guide

Example Scenarios:

  • Cloud provider selection (AWS vs Azure vs GCP)
  • API gateway product evaluation
  • Database platform selection
  • Messaging system comparison
  • Kubernetes distribution selection

Type 4: Architecture Guidance (Advisory)

Definition: Provide architectural guidance and mentoring to teams on specific topics or challenges

Scope:

  • Ad-hoc architectural advice
  • Technical mentoring and coaching
  • Pattern and best practice recommendations
  • Design review and feedback
  • Problem-solving assistance
  • Upskilling and knowledge transfer

Typical Deliverables:

  • Technical guidance document (5-15 pages)
  • Implementation recommendations
  • Code examples or templates
  • Training materials or sessions
  • References and learning resources
  • Follow-up mentoring sessions

Effort Estimate: 2-6 weeks Team Size: 1-2 architects Cost Allocation: 20-60 architect-hours

SLA:

  • Initial discussion: 3 business days
  • Guidance document: 2 weeks
  • Follow-up sessions: 4 weeks

Example Scenarios:

  • Microservices decomposition guidance
  • API design review and mentoring
  • Observability strategy development
  • Kubernetes adoption roadmap
  • Security architecture guidance

Type 5: Training and Workshops

Definition: Deliver technical training, architecture katas, and workshops on specific topics

Scope:

  • Custom training development
  • Workshop facilitation
  • Architecture kata design
  • Hands-on labs
  • Knowledge transfer sessions
  • Team readiness assessments

Typical Deliverables:

  • Training curriculum
  • Participant materials and workbooks
  • Lab exercises with solutions
  • Video recordings (if applicable)
  • Knowledge base articles
  • Assessment materials

Effort Estimate: 1-3 weeks (execution), plus prep time Team Size: 1-3 architects (domain expert) Cost Allocation: 30-80 architect-hours

SLA:

  • Initial planning: 1 week
  • Materials development: 2 weeks
  • Training delivery: flexible based on schedule
  • Follow-up assessment: 2 weeks

Example Scenarios:

  • Microservices architecture workshop
  • Kubernetes fundamentals training
  • Cloud migration patterns workshop
  • Security architecture training
  • Architecture design thinking sessions

Service Request Triage

Initial Assessment

All service requests are assessed within 2 business days:

Criteria Assessment
Completeness Are all required fields provided?
Business Alignment Does request align with business strategy?
Scope Clarity Is scope well-defined and reasonable?
Resource Feasibility Do we have capacity and expertise?
Urgency What is the actual priority level?

Triage Decision Matrix

Urgency × Complexity × Scope = Priority & Timeline

Critical + High Complexity + Large Scope = Expedited (2-4 week timeline)
High + Medium Complexity + Medium Scope = Standard (4-8 week timeline)
Medium + Low Complexity + Small Scope = Deferred (8-12 week timeline)
Low + Any = Backlog or Self-service resources

Incomplete Requests

If a request is incomplete:

  1. Day 1: Requester is contacted with missing information list
  2. Day 3: Reminder sent if information not provided
  3. Day 5: Request marked as “On Hold” pending information
  4. Day 15: On-hold request archived if information not received

Service Request Routing

Routing Algorithm

Service requests are routed based on:

  1. Primary Factor: Domain Expertise Required
    • E-Commerce Architecture → E-Commerce Domain Champion
    • Data/Analytics → Data Domain Champion
    • Cloud Infrastructure → Cloud Domain Champion
    • Integration/APIs → Integration Domain Champion
    • Security Architecture → Security Domain Champion
  2. Secondary Factor: Current Workload
    • Request assigned to principal or senior architect with capacity
    • Team load balanced across domain
  3. Tertiary Factor: Development Opportunity
    • Opportunity for staff/associate architect growth considered
    • Mentoring assignments distributed

Assignment Procedure

  1. Intake Owner reviews request and determines primary domain
  2. Domain Champion contacted with request details
  3. Assignment made to available architect (primary + backup)
  4. Confirmation sent to requester with architect assignment
  5. Kickoff Meeting scheduled within 5 business days

Escalation Path

Request Submitter
    ↓
Practice Manager (if urgent/critical)
    ↓
VP Architecture (if policy/governance issue)
    ↓
CTO (if strategic/cross-organization)

Execution Phase

Kickoff Meeting

Attendees:

  • Assigned architect(s)
  • Request submitter and sponsor
  • Key technical stakeholders
  • Domain expert (if not primary architect)

Agenda (1-2 hours):

  1. Business context and success criteria review (15 min)
  2. Current state assessment (15 min)
  3. Scope clarification and constraints (15 min)
  4. Deliverables and timeline confirmation (15 min)
  5. Stakeholder identification and communication plan (15 min)
  6. Next steps and checkpoints (5 min)

Kickoff Deliverable: Engagement Charter

- Business objectives
- Scope boundaries
- Key assumptions
- Risks and mitigation strategies
- Communication cadence
- Decision authority and approval process

Ongoing Execution

Weekly Status Updates:

  • Progress against deliverables
  • Issues and risks encountered
  • Upcoming milestones
  • Resource needs and constraints

Checkpoint Meetings:

  • Midpoint checkpoint (50% complete)
  • Technical review checkpoint (design validation)
  • Pre-delivery checkpoint (final review)

Issue Escalation:

  • Minor issues: Addressed in next status update
  • Major issues: Escalated to domain champion immediately
  • Blocking issues: Escalated to practice manager

Stakeholder Engagement

Throughout Engagement:

  • Weekly or bi-weekly status updates to sponsor
  • Regular feedback from technical team
  • Executive review at key milestones
  • Stakeholder sign-off on major decisions

Decision Authority:

  • Architectural decisions: Lead architect + domain champion approval
  • Technical trade-offs: Lead architect + team technical lead consensus
  • Scope changes: Sponsor approval + practice manager notification

Delivery Phase

Deliverable Quality Standards

All deliverables must meet these standards:

Documentation Quality:

  • ✓ Clear, concise writing (grade 8 reading level)
  • ✓ Proper grammar and spelling
  • ✓ Consistent formatting and style
  • ✓ All figures labeled with captions
  • ✓ Tables with headers and legends
  • ✓ Code examples tested and compilable

Technical Accuracy:

  • ✓ Peer reviewed by at least one other architect
  • ✓ Validated against current technology versions
  • ✓ Aligned with organizational standards
  • ✓ Cross-references correct and up-to-date
  • ✓ No placeholder or TBD content

Completeness:

  • ✓ All promised sections included
  • ✓ All questions answered
  • ✓ All alternatives considered
  • ✓ Implementation guidance included
  • ✓ Next steps clearly defined

Delivery Process

  1. Pre-Delivery Review
    • Lead architect conducts final quality check
    • Domain champion reviews for alignment
    • Sponsor reviews for business relevance
  2. Delivery Meeting
    • Presentation of findings and recommendations
    • Q&A and discussion
    • Sign-off on deliverables
    • Next steps discussion
  3. Documentation
    • Store deliverables in shared repository
    • Update practice knowledge base
    • Create ADRs or reference records as needed
    • Archive engagement metadata

Post-Delivery Support

Included in Service:

  • 2 weeks of follow-up questions answered
  • Clarification on recommendations
  • Guidance on implementation approach

Not Included:

  • Implementation execution (separate engagement)
  • Ongoing operational support
  • Technology support (vendor/platform responsibility)

Closure and Follow-up

Closure Checklist

  • All deliverables provided and accepted
  • Questions and action items resolved
  • Engagement documentation complete
  • Knowledge transfer completed (if applicable)
  • Lessons learned captured
  • Feedback survey sent and reviewed

Engagement Metrics

Tracked for each service request:

Metric Target
Customer Satisfaction 4.0+ / 5.0
On-time Delivery 95%
Deliverable Quality Score 4.2+ / 5.0
Implementation Adoption 70%+ of recommendations adopted
Business Impact Realization Tracked after 6 months

Feedback Survey

All requesters receive post-delivery survey:

1. Were deliverables complete and helpful? (1-5)
2. Did the architect understand your business need? (1-5)
3. Was the process easy and responsive? (1-5)
4. Would you request architecture services again? (Yes/No)
5. What could we improve? (Open-ended)

Knowledge Sharing

After every service engagement:

  • Key insights documented in knowledge base
  • Patterns and learnings added to pattern catalog
  • Case study template filled for significant engagements
  • Relevant ADRs shared with broader organization
  • Lessons learned shared in architecture forums

Service Request Portal (Future)

Planned enhancements:

  • Automated Status Tracking: Real-time view of request status
  • Request Templates: Pre-filled forms for common request types
  • Skill Matrix Integration: Automatic architect recommendation
  • Calendar Integration: Automated schedule coordination
  • Document Generation: Auto-population of standard templates
  • Metrics Dashboard: Capacity and utilization tracking

Status: Complete
Last Updated: November 2025
Version: 1.0
Owner: VP Architecture