Service management - Document
SOP
(Standard Operating Procedure)
Agreed step-by-step instructions for carrying out a routine task consistently and safely
What's it for?
Gives people one agreed way to carry out a routine task so results stay consistent and safe.
For example…
An SOP describes exactly how to grant finance system access, including approvals and evidence to keep
An SOP tells support staff exactly how to verify identity before resetting a user's password, including the checks and escalation route
Think of it like…
Lab protocol: same steps, same order, so outcomes are repeatable whoever is on shift