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Procedures

124 articles

Procedures provide step-by-step operational instructions for specific tasks such as escalation, patching, and incident response.

Document Template
  1. Pre-Requisites
  2. Step-by-Step Instructions
  3. Expected Outcomes
  4. Troubleshooting / Rollback

Articles

Change Management

Patching Schedule Shawn Lindell KB00043592

Department Processes

Duo_msp_guild_for_account_migration Timothy Zarza KB00048528

Policies & Procedures

Android Device Management Jose Toro KB00036327 Backup Policies Shawn Lindell KB00054651 Continuous Improvement Kellee Blair KB00013502 Delete by 7/20/2022 Jomer Magtoto KB00003260 Escalation Process for High and Critical Priority Tickets Ernesto Cano KB00048612 Escalation to Hong Kong (HK) IT Team Shawn Lindell KB00003065 FAQ - Worldpay Omniflex POS Francisco Benitez KB00003740 Granting Adstra Users Access to BW Public File Share Cory Walton KB00003813 Job Titles That Can Have M365 on Their Phones Marshall Carr KB00066456 Maintenance Windows Ernesto Cano KB00003588 New Computer Request Cory Walton KB00002152 Overview Meredith Seidman KB00000673 Policy Scorecard Overview Josh Hohbein KB00029805 Regional Emails: Norcal, Socal, National Jordan Smith KB00001037 Reports - ITSM Monthly Ticket Digest Cory Walton KB00003272 Site POCs Kinson Liu KB00001301 Teams Recording Policy Shawn Lindell KB00060908 Travel User Configuration Shawn Lindell KB00035541 Website - FREQUENTLY USED WEBSITES Jordan Smith KB00001015

Service Request Management

Roles and Responsibilities for Capricor Agreement Shawn Lindell KB00056858 Service Request or Incident Escalation Procedures Cory Walton KB00060430

General

1password Josh Hohbein KB00059928 Accounting Management Kellee Blair KB00015045 Add to CARE Team Wheelhouse Christina Tarpey KB00001919 Advising & Consulting Agreement Process Katie McEvoy KB00000976 After-Hour/On-Call Support Workflow Christina Tarpey KB00003354 Anatomy of a Ticket Christina Tarpey KB00003086 Annual Quality Management Review Kellee Blair KB00020159 Avanan Enhanced Email Security Josh Hohbein KB00038797 Basic Request Process Christina Tarpey KB00003108 Breachsecure Now Josh Hohbein KB00032254 Calculate Daily Employee Productivity Percentage Christina Tarpey KB00001258 CARE Team Process Chart Travis Beeson KB00003095 CentrexIT Change Control Process in Pzzle - Draft Mike Hicks KB00003328 CentrexIT VPN Programs Meredith Seidman KB00000759 Circuit Failover Procedure Andy Albrecht KB00000553 CIS Controls - Incident Response Process Sean Ernst KB00001154 CJP - Holiday Notification Profile for After-Hours Christina Tarpey KB00001683 Client Lifecycle Danny Lopez KB00020405 Common Questions & Definitions Alex Paul KB00002762 Convert an Intake Record Christina Tarpey KB00001804 Create a Project Request Mike Hicks KB00018262 Create Project Request Agustin Cervantes KB00003246 Customer Strategy and Relationships Kellee Blair KB00015124 Cybersecurity Breach Checklist Jesus Gastelum KB00000197 Cybersecurity Risk Assessment Overview Josh Hohbein KB00048048 Dark Web Overview Meredith Seidman KB00001738 Defensx Overview Josh Hohbein KB00059203 Dispatching Technician Onsites Christina Tarpey KB00003071 Dropsuite Overview Bryan Bognot KB00053807 Employee Development and Satisfaction Kellee Blair KB00015062 Escalate to Halo Support Team Stephen Homer KB00026529 Escalating Outside of the Service Desk Christina Tarpey KB00001417 Frequently Asked Questions (FAQ) Template Alex Paul KB00000318 Generic Procedure for Setting up New PCs/Laptops Christina Tarpey KB00002062 Handing Incident Endpoint Replacements Off to Provisioning Jonathan Christensen KB00047031 Handling Past Due Scheduled Tickets Christina Tarpey KB00003231 How to Create a Knowledge Base (KB) Article Meredith Seidman KB00000331 Identifying an Extra Care Client Katie McEvoy KB00027711 Inactive Client Communication - No Contact Preference Christina Tarpey KB00003611 Incident Response Christina Tarpey KB00003848 Incidents Per User (vITM KPI) Mike Hicks KB00002409 Intune and M365 Hardening Project Requirements - Project Quote Standard Damon Marjanovich KB00004202 Jump Cloud Training Jesus Gastelum KB00000128 KB Approval Process Meredith Seidman KB00003539 Knowledge (KB) Category List & Definitions Mike Hicks KB00001207 Label Printer (Front Desk) Jordan Smith KB00001052 Liongard Overview Josh Hohbein KB00048448 Management Responsibility Kellee Blair KB00014984 New User Spec Form and User Setup Guide (Reference Only) Mike Hicks KB00005712 PC Provisioning Template Mike Hicks KB00002165 Pen Testing Process Meredith Seidman KB00001236 Perimeter 81 Overview Josh Hohbein KB00047720 Policy Template Meredith Seidman KB00000315 Problem & Known Error Template Meredith Seidman KB00000312 Product Development Kellee Blair KB00015037 Project Procurement Dylan Quiros KB00047590 Project Scope Review and Approve Bernat Llopart KB00046965 Provisioning Flowchart Christina Tarpey KB00003102 Provisioning Process in Pzzle Meredith Seidman KB00001668 Pull Existing Inventory to Provision Christina Tarpey KB00003183 Pzzle Platform - Schedule Action for Simple Request or Incident Dylan Natter KB00001491 QuickBooks 2019 Enterprise Mike Hicks KB00000963 Request Team Start and End of Day Christina Tarpey KB00001807 Request Team Welcome Packet and Training Kellee Blair KB00003908 Request Ticket Scheduling Christina Tarpey KB00002370 Reschedule Process/Internal Scheduling Request Meredith Seidman KB00001765 Rewst Workflow Naming Conventions KB00066457 Sales & Revenue Kellee Blair KB00015116 Sales Definitions Grant Page KB00002850 Scheduled Calendar Changes Space Christina Tarpey KB00003819 Scheduling Remote Support Christina Tarpey KB00001770 Selecting a RAID Configuration Jesus Gastelum KB00002774 Sentinelone Training Sean Ernst KB00035117 Service Delivery Kellee Blair KB00015090 Service Desk - Dedicated Support Team Welcome Packet and Training Christina Tarpey KB00003913 Service Desk - Escalation Team Welcome Packet and Training Christina Tarpey KB00003924 Service Desk - New User/New PC Deployment QA and QC Process Christina Tarpey KB00001671 Service Desk - Support Team Welcome Packet and Training Christina Tarpey KB00003920 Service Level Agreement - Priority and Response Matrix Christina Tarpey KB00002890 Set up a Marketing Webinar Campaign Grant Page KB00002938 Shield Cyber Overview Josh Hohbein KB00048329 Short Term Tactical Plan (Issue Tracker) Jesus Gastelum KB00002181 Site Survey - Video Surveillance for a Facility Jesus Gastelum KB00000179 Smart Tag: White Glove Katie McEvoy KB00001164 Sprint Retro Alex Paul KB00029044 Support Engineer II and Support Engineer II - Lead Workflow Christina Tarpey KB00001755 Support Engineer III - Start and End of the Day Christina Tarpey KB00001371 System Updates RACI Mike Hicks KB00050713 Technology Management Kellee Blair KB00015104 Test Procedure for Pzzle Team Stephen Homer KB00028982 Testing Approval Workflow Stephen Homer KB00021892 Ticket Statuses - Incident and Request Joe Turso KB00001129 Ticket Transfer CW to DS Kellee Blair KB00000415 Treasury Kellee Blair KB00014994 UX Onboarding Process Christina Tarpey KB00001233 VCIO - Agreements Current and Future (Support Allocation) Danny Lopez KB00022162 VCIO Estimate Review and Approval Danny Lopez KB00047606 What to Do During Downtime Christina Tarpey KB00001760 Work Instruction/How-To Template Meredith Seidman KB00000309 Work Types Description Kellee Blair KB00000236 Work With Extra Care Clients Christina Tarpey KB00003111