Service desk standard operating procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction.
When designing an SOP, the key lies in keeping it simple and clear, and making sure it incorporates everything the user needs to follow it accordingly. And the smartest way to put it into practice is to build it directly into your service desk solution to ensure availability and better organization.
Here, we have put together guidelines to design a successful SOP, including an extra free downloadable template with an example for logging incidents. We will also show you some ideas on how to incorporate this documentation into InvGate Service Management.
Let’s get started.
Table of contents
- What is SOP for service
- Benefits of a service desk SOP
- Sop formats
- How to design a help desk SOP
- Download the service desk SOP template
- The seven parts of the SOP for service
- How to use the ITSM SOP sample
What is the standard operating procedure for service?
SOPs are detailed, written instructions describing the step-by-step procedures that must be followed, in this case, for service desk processes and IT support tasks.
These reference documents let you consistently capture and normalize specific tasks within your service desk. Plus, they ensure that your services can be documented and explained well to deliver service effectively, consistently, and safely.
Ideally, when you create SOP documents, you deliver them to agents immediately, meaning that their ITSM tools and processes are engineered to deliver instructions or reference guidance while they are working.
InvGate Service Management fulfills this by incorporating features like auto-generated sub-tasks, automated messaging, and knowledge articles that are available directly from the ticket view, as well as providing support to agents through the ticketing process flow.
9 benefits of having a service desk standard operating procedure
Implementing SOPs sets clear guidelines for your entire team to follow and helps guarantee service quality across your workplace.
The main benefits of using SOPs in your service desk include:
- Make support activities easy to follow.
- Provide content for training new staff.
- Ensure a more consistent experience for end-users.
- Facilitate templates and automation.
- Enable a platform and format for sustainable Knowledge Management practices.
- Improve the quality, accuracy, and efficiency of IT support.
- Ensure tasks are carried out per best practices.
- Facilitate continual improvement.
- Provide support for Governance, Risk, and Compliance processes.
3 SOP formats
Every organization is different and each type of process has its own specific requirements. In this sense, the SOP format you choose should be based on the nature of the process, the level of granularity needed, and the target team and colleague.
Something to keep in mind when designing any SOP format is to ensure it is clear, concise, and easy to follow. This will guarantee that it’s efficient and can be used consistently across your service delivery teams.
All this being said, the three most commonly used SOP formats are:
- Simple
- Flow chart
- Hierarchical
This table looks at the three types and how to use them effectively:
| Simple | A simple SOP format presents the key steps of a process in a very high-level document. | Best suited for routine, very straightforward procedures with limited variations. |
Document format will include: - Purpose- Scope - Procedure - Supporting documentation |
| Flow chart | A flow chart SOP showcases processes with multiple potential outcomes or decision points. This format visually maps the process, guiding colleagues through each step and its possible results. | Best suited for procedures that rely on workflows so folks can visualize them. |
Document format will include: - A flowchart to represent each stage of the procedure.- Clear map of the start, end, and decision-making stages. - Links to supporting documentation if appropriate. |
| Hierarchical | A hierarchical SOP is a more detailed document that captures the end-to-end procedure, its support network, and all dependencies. | Best suited for large, complex, or technical SOPs. |
Document format will include: - Overview.- Table of contents. - Tasks organized by stages and roles. - Detailed instructions for the task. |
How do you design a help desk SOP?
Defining and documenting the procedures are closely related, but they have slightly different purposes. When you start developing SOPs, you first need to decide the best way to perform each task (the procedure) and then document it in a format that's easy for others to use (the SOP).
When designing a help desk SOP, consider the following:
- Start by choosing the most appropriate format for each process. You don’t need to start from scratch — work with what's already in place to standardize and improve it. If your organization has a corporate style for documentation, use it for your SOPs to maintain a consistent look and feel.
- As you develop your SOPs, gather input from your service desk and technical teams to prioritize the areas they find most challenging. This will help you prioritize your documentation efforts.
- Once the SOPs are set, you should collect regular feedback from the teams that will be using the documentation. Focus on clarity, speed, and ease of use to encourage adoption, but also make sure that the SOPs remain flexible enough to adapt to changing needs.
- Finally, we recommend storing your SOPs in your service desk so users can access and implement them easily.
Tools like InvGate Service Management offer an intuitive Knowledge Management system where each SOP can be quickly turned into a knowledge article for efficient use. As users search for topics or work on specific issues, related articles are suggested in real time, making the support process more streamlined and effective.
Remember: the clearer your SOP document, the better the information available to users, which will directly improve employee efficiency.
10 Easy SOP Examples and 2 Ready-to-Go Templates
Download the service desk SOP template
There are many examples of service desk processes for which you can design SOPs to be followed. It’s always important that you cover each stage of the workflow, and that your company’s specific requirements are considered in the design.
Here we have put together an example SOP for logging incidents that you can download below and adapt to your own work scenario. It contains the following aspects of the process:
- Logging the incident
- Categorization
- Prioritization
- Initial support
- Investigation and diagnosis
- Escalation
- Resolution
- Closure
The seven parts of the service desk SOP
Apart from the list of activities captured by the SOP guidelines, the document must also incorporate the following information:
- Title page: Sets out the SOP and ensures the appropriate identification details are easy to understand.
- Document control: A short table that explains the document history and the dates and details of any changes.
- Table of contents: Lists all the headings in the procedure and will ideally contain hyperlinks to make it easier for readers to navigate the document.
- Scope: Explains what the SOP will cover and any operating parameters that need to be called out.
- Introduction to the service desk: Gives the reader a short overview of the service desk, what it looks after, and how to interact with it.
- Procedure: The actual content of the SOP.
- Further reading: Any supporting documentation or linked processes.
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How to use the ITSM SOP sample?
Service desk analysts can use the SOP template we provided above as part of their daily work operations. This might include activities like logging, categorizing, and prioritizing incidents, fulfilling requests, or communicating with groups of people.
When using SOPs, bear the following in mind:
- Create a process and guidance for using SOPs, and store them in a central location so they are easy to access.
- SOPs should be constantly updated and adapted to changing needs and scenarios.
- Incorporate any new procedures and be prepared to adjust if anything isn’t working appropriately.
- Progress iteratively with feedback. Build annual review (at a minimum) and feedback sessions into your review cycle to ensure your SOPs remain fit for purpose and use.
- Use InvGate Service Management’s Knowledge Management tools to gather ideas and feedback on SOP content, as well as the built-in rating system to gauge effectiveness.
In short
Service desk SOPs are step-by-step instructions that describe how to carry out routine tasks. As simple as this seems, they can make a big difference in help desk performance. They can make processes easy to follow, support a more cohesive user experience, and improve automation and Knowledge Management activities.
The tricky part of working with SOPs is ensuring they are clear enough to standardize processes effectively. The solution? Start by defining your procedures with a strategy: prioritize clarity, gather team feedback, and choose a format that fits your needs.
Once you have designed them, all you have to do is build the SOPs into your ITSM tool and processes to make it easy for agents to leverage.
If you’re ready to explore further what InvGate Service Management can do for your SOPs and Knowledge Management strategy, book your 30-day free trial and look through the tool in your own time.
Frequently Asked Questions
What are SOPs?
SOPs are instructions that describe how to carry out routine tasks.
What are some examples of standard operating procedures?
In IT, it’s common to have SOPs for activities like:
- Onboarding
- Hardware repairs
- Performance Analysis
- Change Implementation
In HR you may find SOPs for:
- Recruiting
- Hiring
- Onboarding
- Offboarding
In Facilities, you’ll frequently find procedures for:
- Preventative maintenance
- Security Access Control
- Space Management
- Emergency Response
There are endless possibilities, so inquire with your teams and reflect on your needs to identify more.
What is an example of a customer service SOP?
An example of a customer service SOP is logging incidents and service requests in a service desk environment to ensure tickets are captured, actioned, and resolved in line with customer requirements.
