Infrastructure & Operations - Templates & Policies

IT Service Management Business Case Template

Use this template to create a light business case to gain buy-in and define goals, milestones, and use cases.

Incident Management Workflow Library

Document your procedures to identify control points and areas of opportunity.

IT Incident Management Runbook Blank Template

IT incidents can be categorized into runbooks where a standardized response process is defined, eliminating inconsistency and ambiguity while increasing operational...

Chatbot Conversation Tree Library

Use this template to record your chatbot conversation trees before implementing them.

Chatbot POC RACI

Use this template to record the roles and responsibilities of your chatbot support team.

DRP Review Checklist

Review the full DR plan annually to identify changes that weren’t captured via day-to-day change management.

DRP-BCP Review Workflow

Review your full DR and BC plans annually to identify changes that weren’t captured via day-to-day change management.

Customer Service Training for the Service Desk – Training Deck

Use this training deck to deliver customer service training to your IT service desk team.

Customer Focus Competency Worksheet

Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer...

Cheat Sheet: Service Desk Communication

Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening...
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