Infrastructure & Operations - 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...

Incident Management and Service Desk Workflows

The Workflow Library provides examples of typical workflows that make up the bulk of the incident management and request fulfillment processes at the service desk.

ITSM Tool Implementation Project Charter Template

Review and edit the template to suit your project requirements.

ITSM Tool Implementation Checklist

Identify the most common decisions you will need to make and prepare for your implementation project.

ITSM Tool Deployment Plan Template

Prioritize and prepare for tool rollout plan.

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.

Cloud Operations Communication Plan

Identify stakeholders, what’s in it for them, what the impact will be, and how you will communicate the changes to your cloud operations.

Cloud Operations Organizing Framework: Executive Brief

Use this template to communicate the cloud operations diagram to key stakeholders.

Disruptive Technology Exploitation Plan Template

This template will help you record the output of the activities undertaken during the first two phases of the storyboard, Exploit Disruptive Infrastructure Technology.
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