IT Standard Operating Procedure and Knowledge Base

 

Session Objective:-

1. Understand SOPs
2. Understand KBs
3. How to write a KB

@ Standard Operating Procedure:-

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"SOP" stands for Standard Operating Procedure. It is a document that provides a step-by-step process for performing a particular task so that the task is performed the same way, safely and effectively every time.

"SOP (Standard Operating Procedure) plays a very important role in the IT Department. It ensures that all technical tasks are completed in a safe, efficient, and consistent manner."

Examples of SOP in IT Department:-

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@ User Account Creation & Deletion SOP

1. How to provide email, system login, network access to new users.
2. How to delete a user's data and account when he leaves the company.

@ Password Reset SOP

1. How to reset a user's password if he forgets it, and what security rules to follow.

@ Backup & Restore SOP

1. With what frequency should data be backed up (daily/weekly/monthly)?
2. What are the steps to take if backup fails?
3. What is the process of data recovery?

@ Patch Management SOP

1. How and when to apply software and operating system updates?
2. How to do testing before and after updates?

@ Incident Management SOP

1. What steps should be taken if a system crashes, there is a virus attack, or the network goes down?

@ Asset Management SOP

1. The process of adding new IT hardware or software to inventory.
2. How to dispose of worn-out devices?

@ Network Access Control SOP

1. Which users will have what access to the network?
2. How will VPN access be granted?

Common components in IT SOP:-

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1. Purpose and Scope
2. Roles and Responsibilities
3. Procedure Overview
4. Prerequisites
5. Step-by-Step Instructions
6. Troubleshooting
7. Documentation and Reporting
8. Safety and Security Considerations
9. References and Resources
10. Revision History

@ Purpose and Scope:- 

Why this SOP has been made ?_(Purpose)"Ensuring that new employees are granted timely and secure IT access". To which people or systems this SOP applies(Scope) "For all new full-time, part-time or intern employees who will be using the company's IT systems".

@ Roles and Responsibilities:-

The section clarifies which individuals or teams are responsible for which tasks. This ensures accountability and prevents confusion.

New Employee IT Setup Example_(SOP)

1. HR Department - Sending "New Joiner Request" to IT on time Providing necessary access information.
2. IT Helpdesk - Provision of hardware and software.Setting up email and domain accounts.Providing VPN and network access.
3. IT Security Officer - Reviewing access approvals.Enabling MFA (Multi-Factor Authentication).
4. System Administrator - Server-side user account creation and setting permissions.Ensuring backup policies are in place.
5. Reporting Manager - Communicating new employee's IT needs to HR or IT in advance.Verifying access levels.
6. New Employee - Keeping login details safe.Changing password after first login.

@ Procedure Overview:-

In IT SOP (Standard Operating Procedure) means a short and clear explanation which tells what is the purpose of that SOP, which IT process it covers, and in which situation it is used.

Example(Server Maintenance SOP):- This SOP outlines the standard procedure for performing routine maintenance on company servers to ensure optimal performance, security, and uptime. The procedure includes tasks such as system updates, hardware checks, log reviews, backup verification, and security patch installations. It applies to all IT personnel responsible for maintaining physical and virtual servers across the organization. Following this SOP helps prevent system failures, data loss, and security vulnerabilities.

@ Prerequisites:-

"All things that must be ready, installed, configured, or available before following the SOP."

This section ensures that everything is ready before starting the process, so that there are no interruptions.

1. Example(Prerequisites for Server Maintenance SOP):-Administrator access to the target servers
2. Remote access tools installed (e.g., PuTTY, RDP client)
3. Latest backup of server data verified
4. Maintenance window approved and scheduled
5. Internet/internal network connectivity ensured

@ Step-by-Step Instructions:-

"All the steps that need to be followed to complete an IT process correctly are written one by one."

This section of the SOP is the most important because it explains in a clear, detailed and sequential manner how the work should be done - without any confusion.

Example(Server Maintenance SOP ke Step-by-Step Instructions):-

Login to the server using Remote Desktop or SSH.

→ Use PuTTY for Linux servers or RDP for Windows.

Verify disk space using system tools.

→ For Linux: df -h | For Windows: Check via "This PC"

Check system logs for errors or warnings.

→ Linux: sudo tail -n 100 /var/log/syslog

→ Windows: Event Viewer → System Logs

Install pending system updates.

→ Linux: sudo apt update && sudo apt upgrade

→ Windows: Settings → Windows Update → Check for updates

Restart the server if required.

→ Notify users before restart.

@"Documentation and Reporting":- 

Means properly writing down and reporting all troubleshooting steps, observations, and outcomes done under the SOP.

1. What was the problem ?
2. Who solved it ?
3. How was it solved ?
4. How long did it take to get it solved ?
5. If not solved, who was escalated ?

@ "Safety and Security Considerations":- 

Means — when you are following an IT SOP (Standard Operating Procedure), what precautions and security rules need to be followed to keep data, systems and user information safe.

Example – Safety & Security Considerations in Printer SOP:

1. Do not access user print data (confidential documents) while troubleshooting the printer.
2. When changing network printer IP, ensure that it is allowed by firewall.
3. Use only official websites to install drivers.

@ "References and Resources":- 

Refers to links, documents, and tools in the SOP that can help with troubleshooting or understanding and completing the process.

This section is placed at the end of the SOP so that IT staff can find the right information elsewhere if needed.

@ "Revision History":-

Revision History is he part of the SOP where it is recorded what changes were made in the SOP, when, who made them, and why. This is very important for transparency and tracking.

@ A Knowledge Base (KB):- 

KB is a structured database or repository for IT Support that documents solutions to problems, how-to guides, FAQs, and troubleshooting steps — so that if the same problem occurs again, it can be resolved quickly and efficiently.

Benefits of Knowledge Base:

🔄 Repeat issues can be solved quickly

🕒 Support time and dependency decreases

📖 Training of new IT staff becomes easier

@ Key aspects of a KB:-

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1. Technical Documentation
2. Troubleshooting Guides
3. FAQs and How-To Articles
4. Known Issues and Workarounds
5. Software and Hardware Configurations
6. Security Guidelines and Best Practices
7. Updates and Versioning
8. Search Functionality
9. User Feedback and Ratings