Operations - Templates & Policies | Info-Tech Research Group

Customer Focus Competency Worksheet

Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus...

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 communicating...

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 available),...

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.

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.

Commitment Purchasing Workflow

Document your workflow for purchasing commitment discounts.

Cloud Cost Management Policy

Document your cloud cost management policies.

Right-Sizing Workflow

Document your process for right-sizing.

Service Cost Cheat Sheet

Document cost factors by cloud service.

Customer Focus Competency Worksheet Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus...
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 communicating...
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 available),...
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.
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.
Commitment Purchasing Workflow Document your workflow for purchasing commitment discounts.
Cloud Cost Management Policy Document your cloud cost management policies.
Right-Sizing Workflow Document your process for right-sizing.
Service Cost Cheat Sheet Document cost factors by cloud service.

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