Operations - Templates & Policies

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 POC RACI

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

Chatbot Conversation Tree Library

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

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.

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...

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...

Service Definition Checklist

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

Workflow Library

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.

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...
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