I&O Process Management - Templates & Policies

Problem Management SOP

Use this template to record the key details required for effective problem management – both proactive and reactive. Outline a problem management workflow, record the...

Incident Management and Service Desk SOP

Use this template to record the key details required for effective critical incident management, including a list of critical IT services, a list of key upper tier...

Create an IVR Call Flow That Empowers Your Customers

Use this template to elevate the construction of your IVR call flow tree by creating customer personas that allow you to better understand your key demographic.

Event Management Cookbook

Use this tool to define your workflow for adding new events to track. This cookbook includes the considerations you need to include for every tracked event as well as the...

Event Management Workflow

Use this template to help define your event management handoffs to other service management practices.

Incident Status Updates and Incident Report Examples

Modify these examples to suit your requirements.

Incident KB Article Examples

Use these examples to guide your KB article templates and to clarify appropriate level of detail.

Problem Management Workflow

Provide a process workflow for easier reference and to communicate process expectations to stakeholders.

Communication Initiatives Template

Capture initiatives to educate staff and drive buy-in from senior leadership on improvements to your incident and problem management processes.

Proposal to Transform Field Technical Services Template

Use the template to build out your proposal to transform your field technical support services.
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