Infrastructure & Operations - Templates & Policies

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...

Cheat Sheet: Service Desk Written 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...

Service Desk Standard Operating Procedure

This template is designed to help service managers kick-start the standardization of service desk processes.

Knowledgebase Article Template

An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...

Service Definition Checklist

Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
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