Operations - Templates & Policies

Service Desk Standard Operating Procedure

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

Service Desk Project Summary

Stakeholder support can make or break a service desk initiative. The Executive Presentation template provides an example of how to organize the process improvements...

Service Desk Roles and Responsibilities Guide

The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.

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...

Sample Communication Plan

When taking service desk initiatives, they should be communicated to affected stakeholders to create end-user buy-in and get support from management when improvements go live

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.

Cloud Cost Glossary of Terms

Define cloud cost management terms.

Right-Sizing Workflow

Document your process for right-sizing.

Service Cost Cheat Sheet

Document cost factors by cloud service.
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