Templates & Policies

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.

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 available),...

Service Definition Checklist

Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.

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...

Security Compliance Process Template

Use this template to help document your information security compliance management program.

Grant Follow-up Email Template

Respond to the grant agency whether your application was successful or not. Increase the credibility of your organization.

Software M&S Cancellation Decision Guide

Use this tool to provide guidance and validation when you consider cancelling a vendor's M&S.

Software M&S Executive Summary Template

Use this template to present your results of the project to your leadership.

Software M&S Cancellation Support Template

Use this template to present to leadership your validation for cancelling vendor(s) M&S.

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.
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 available),...
Service Definition Checklist Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
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...
Security Compliance Process Template Use this template to help document your information security compliance management program.
Grant Follow-up Email Template Respond to the grant agency whether your application was successful or not. Increase the credibility of your organization.
Software M&S Cancellation Decision Guide Use this tool to provide guidance and validation when you consider cancelling a vendor's M&S.
Software M&S Executive Summary Template Use this template to present your results of the project to your leadership.
Software M&S Cancellation Support Template Use this template to present to leadership your validation for cancelling vendor(s) M&S.

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