General discussion

Any standard templates for documenting policies for service desk

By MyDarkPassenger ·
I currently have been given a role as a knowledge manager at an IT service desk. I have worked multiple desks in the past and I have noticed that although they differ in some ways they are all structured very similar, they just tend to have different policies in place for how things are handled, for example in one organization you would create a distribution list by submitting a request through a software portal where in another organization you would escalate an email to a support team, in one organization you would validate someone's identity via call back to a number tied to their account and in another organization they might use security questions, etc. I was planning on writing up as many questions as possible (which come up at every desk) as a template to know what questions to get answered (like filling in a puzzle) since I'm in a new role on new desk that's being onboarded, but I was curious if there's already a standard list of questions out there so I don't reinvent the wheel. For some reason we don't seem to already have a structure like this in place and a lot of desks I've worked at seem to have a lot of issues with poor documentation with conflicting responses. Any ideas?
Thread display: Collapse - | Expand +

All Comments

Related Discussions

Related Forums