Focus on the Workflow Diagram
One thing I would suggest is keeping this stuff REALLY clear and simple. I don't work in IT but I should be able to read your Projects list and Next Actions lists and be able to understand what you're trying to accomplish.
For example, "User needs account details changed in the system"
I don't know how long this will take so I'll call it a project:"Change User Account Details"
Next I would take out a sheet of paper and write down as much as I know:
- Who is the user?
- What account details do they need changed?
- How long would this take?
- Do I need permissions or help from any other source?
If this whole process takes two minutes or less then just change the details (two minute rule). Otherwise, don't start working on it because we are processing not doing.
Here's the tricky next action part. When you decide to sit down and start working toward completion what's the VERY first thing to do? That might take a moment to figure out. Is it a call or an e-mail or log-in to a system?
Write it down as a next action. Let's say you need some information from the user. The next action might be, "E-mail user re: account details"
Organizing these next actions by context sounds more complicated than it is. If the computers are down and electricity's out then you can't send e-mail or do things on the web. But, I can start a mind map. There are things I can only do at home so there's no point of having reminders when I'm at work.
Sounds obvious and simple but there's actually a little bit of work involved. The good news is the habits will come quickly.
How did you capture that thought?