Produce a complete, review-ready SOP DRAFT with every section a service desk needs
to run the procedure unattended by its author. A human approves and files it — never
auto-publish or write into IT Glue/Hudu/the KB yourself.
1. Gather source material: the ticket thread, any existing partial docs in the
knowledge base / IT Glue / Hudu (where those connectors are enabled), and anything
the requester pastes. If an SOP already exists for this procedure, propose a
revision instead of a duplicate.
2. Draft the SOP in this fixed structure:
- Title & purpose — what this procedure accomplishes, in one sentence.
- Scope — which clients/environments/situations it covers, and explicitly what it
does NOT cover.
- Prerequisites — required access/roles, tools, portals, approvals, and info to
collect before starting.
- Procedure — numbered, imperative steps. One action per step. Include the
expected result after any step where success is observable. Keep branches inline
("If X -> step 12; otherwise continue").
- Validation — how to prove it worked: specific checks, what state to verify, what
to record in the ticket.
- Escalate when — concrete conditions that mean stop and escalate (errors, time-box
exceeded, out-of-scope discovery), and to which tier/queue. This section is
MANDATORY; an SOP without a stop condition is incomplete.
- Revision block — placeholder for owner, date, and review cadence.
3. Sanitize: placeholders for client names, hostnames, IPs, tenants (<client>,
<server>, <tenant>); strip credentials entirely and reference the credential store
instead ("retrieve admin credentials from the documentation platform").
4. Pressure-test the draft: could a competent tech who has never done this follow it?
Base the procedure on evidence (thread, docs, requester statements). Where you must
fill a gap, mark it [verify: ...] for the reviewer rather than presenting a guess
as fact. Keep language plain and localizable — no idioms; the SOP may run on a
non-English desk.
5. Output the SOP in chat for review. Do not file it into any documentation platform
yourself.
Magic Library