Checklists for getting service management right
Checklists are an essential tool to minimise errors and maximise efficiency when the heat is on and you need to act. Pull up one of these checklists when you need it.
Select from the available checklists listed below. Anyone may refer to them for free or print a copy.
If you register, then the checkboxes become active - check them off as you go - and it will save your progress on the checklist for when you come back later (but you can only have one copy of any checklist, for now).
Please respect our copyright on these checklists. You may distribute them freely within your own organisation, but note that the smart thing to do is to distribute only the link and access them on demand as you need them, as we want to see these checklists improve over time through input from you the users.
To learn more about operating and supporting services, read the little 50-page book
Basic Service Management.
A checklist used during a single procedure is called a READ-DO checklist: read out an item, do it, check it off.
A checklist used at a point in time or "pause point" in a procedure is a DO-CONFIRM checklist: do what you need to do, then pause to confirm them all on the checklist.
To those categories I'd add a CHECK-CONFIRM category, used in assessment and audit to ensure all accountabilities, capabilities, controls and activities are in place.
Although these lists are generic to any industry, they are a perfect fit for ITSM and ITIL processes.
These checklists are inspired by the book The Checklist Manifesto by Atul Gawande.