Operations - Templates & Policies

Service Desk Shift-Handover Policy and Template

Shift reports are a form of operations log that ensures a smooth handover between outgoing and incoming service desk shifts.

IT Triage and Support Policy

Use this policy template to define and support triage and support operations.

DR Solution Executive Presentation Template

Garner executive buy-in by clearly documenting the DR solution analysis process and establish a strong business case for any investments.

Service Desk Extension Communication and Training Plan

Use this template to develop a plan for communicating the changes associated with the new extended service desk and training the staff on new processes and tools before...

Extend the Service Desk Executive Presentation

The goal of this template is to help IT make the case for extending service management best practices to other business functions, such as facilities and human resources.

Service Definition Process Workflow

The purpose of the Service Definition Process Workflow is to provide an example to help you implement a service definition process workflow of your own.

Service Definition Checklist

The Service Definition Checklist outlines the elements that should be included in a service design package.

Expense Process

The purpose of the Expense Process workflow is to provide an example to help you build your own workflows for non-IT services.

Service Request Workflow

This template contains sample workflows to define the ticket triage and service request processes.

Service Desk Extension Strategy Template

This template allows you to document core decisions around service desk structure and processes to inform the extension strategy.
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