Record when the procedure applies, who maintains it, the tools it needs, the steps and the final checks. Include an escalation point and a review date. The download includes a blank template and a completed password reset example.
Use the guide on choosing which SOPs to write first to identify recurring tickets and test the procedure with a technician.
How to Use It
- Choose a recurring ticket. Review recent ticket history to find a task worth documenting.
- Write one action per step and name the required tool or portal. Include the conditions that require escalation.
- Ask a technician unfamiliar with the task to test the steps. Clarify the points where they need help, then assign an owner and review date.
When Not to Use It
Use an SOP for a repeatable task. For incidents that need diagnosis, document intake and escalation instead. Keep policies about client responsibilities and support scope in the service agreement.
