Templates & Policies

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...

Digital Product Strategy Template

Use this template to help you define, detail, and make a reality your strategy in support of your digital product vision.

Digital Product Strategy Supporting Workbook

Use this workbook to capture the results from a number of exercises in this blueprint.

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.

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.

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...

Business-Managed Applications Communication Template

This document, associated with the blueprint Embrace Business-Managed Applications, will help you communicate the value of business-managed applications and your approach...
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VL Methodology