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.