We're doing this with Sysaid's ITSM solution. We have workflows in place for new customizations to our ERP system, feature requests, bug reports, patch installations, refreshing dev and pilot instances, as well as general IT helpdesk, infrastructure, asset tracking, monitoring, etc.

It's made a huge difference in our ability to stay on top of our workload, even though we're a small team. (4 people in the entire department.)