Title of SOP Dates Issue date Effective date Document history Approvals Description Purpose and background Scope Definitions Operations Maintenance Projects Business justification and project request form Project Lite methodology (mini projects) Large projects Fulfilment Example - Video conferencing Quality and targets Vital functions affected by this SOP Lessons learned Record and Document Management References Standards Images Diagrams Equipment, hardware and software lists Labelling and naming standards Checklists Installation Configuration Testing Financial Budget exception / deviation Risk The CRAMM Risk management methodology Meerkat Risk Methodology Information Security Physical security Service Continuity Risk evaluation and control Business impact analysis Develop continuity strategies Emergency response and operations Developing and implementing the BCP Awareness and training program Maintaining and exercising the BCP Standards and guidelines Escalations Roles and responsibilities The Uberfingers team leaders dashboard Shifts Training Monitoring requirements Change Stakeholders Request for change Apply for testing Configuration management database Impact and risk assessment Change Advisory Board (CAB) Installation in testing Test installation review Testing in progress Operational acceptance phase Ready for live Implementation in live Go Live acceptance Live Integration with Service Desk Change types Vendors Review and evaluation of vendors Maintenance Warranty Handling Incidents and Troubleshooting procedures The Expanded Incident Lifecycle Service review Meetings Previous period Performance review Current issues Peripheral issues Grading of service desk interaction Grading of service desk escalation Checklist for SOP Addendum Service catalogue