This template provides a customizable standard operating procedure (SOP) for a consolidated service desk. The SOP is intended to document decisions, policies, procedures, and processes that the consolidated service desk will follow.

The tool will help you:

  • Identify service desk roles and responsibilities.
  • Build ticket management processes.
  • Put in place sustainable knowledgebase practices.

The primary audience for this document is the service desk staff, and the IT team responsible for second and third-line support.

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