CHAPTER 5: DOCUMENTATION
A centralised repository, with appropriate access provided to the manager and agents, is a must for storing documents related to the daily operational tasks of the service desk.
Some of the documents in use at a service desk are detailed below.
Standard operating procedure manual (SOP)
An SOP manual must be designed with the purpose of serving as a quick reference guide for members of the service desk for performing their daily operational tasks. Though the contents of an SOP manual will vary depending on the organisation, the following gives a general idea/overview of the sections that may be included:
•Introduction:
Mission
Vision
Purpose
Scope
•Process overview:
Objectives
Process owner
Stakeholders
•Process details: ...
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