IT Procedure Documentation Template

What is IT procedure documentation?

IT procedure documentation is a set of structured, step-by-step guides describing how to perform specific IT tasks — from prerequisites through execution to verification. Each document serves as the authoritative reference for how a process should be carried out, ensuring consistency regardless of who performs it.

Within ITIL-aligned service management, procedure documents underpin request fulfilment and standard changes. They turn implicit knowledge — steps a senior engineer runs from memory — into explicit, repeatable instructions any qualified team member can follow. Without documented procedures, execution quality varies between shifts, onboarding takes longer, and audit compliance becomes difficult to demonstrate.

Who should use this template?

This IT procedure documentation template is for teams responsible for IT service delivery and operations:

• IT Service Desk Managers — standardise how routine tasks are performed so quality and compliance stay consistent across shifts and locations
• CIOs and IT Directors — ensure operational procedures are documented, auditable, and resilient to staff turnover
• Knowledge Managers — capture procedural expertise in a structured, searchable format that feeds human reference and AI retrieval
• L1 and L2 Support Agents — follow verified step-by-step instructions instead of improvising or waiting for a senior colleague

What’s included in this template?

The template has two parts: structured metadata fields and narrative sections.

Metadata fields capture the context:

• Procedure category (e.g. user provisioning, network configuration, backup)
• Target system or service
• Approval level required (e.g. line manager, change advisory board)
• Procedure owner — the person accountable for keeping this document current
• Last verified date

Narrative sections walk through the process:

• Purpose — why this procedure exists and when to use it
• Prerequisites — tools, access rights, and conditions required before starting
• Step-by-step procedure — numbered instructions with expected outputs at each stage
• Verification checklist — checks to confirm the process completed successfully
• Rollback instructions — how to reverse the process if something goes wrong
• Revision history — a log of changes with dates, authors, and reasons

How to create and customise this template in Elium

1. Open the Template Builder — Go to your profile menu and select the Template Builder tab, or click “+ Create” and choose “Create a new template”.
2. Set the scope — Choose an icon, enable the template, and decide whether it applies platform-wide or to specific spaces (e.g. your IT Operations space only).
3. Add structured fields — Click “Field” to add metadata: a tag field for procedure category (pre-populate values like “User Provisioning” and “Backup & Recovery”), a text field for target system, a tag field for approval level, a user field for procedure owner, and a date field for last verified. Mark category and owner as mandatory.
4. Build the body structure — Use the “+” button to add content blocks for each narrative section: purpose, prerequisites, step-by-step procedure (numbered list block), verification checklist, rollback instructions, and revision history (table block).
5. Preview and save — Review the template layout, then save. Team members can now select it when creating new articles, and you can apply it to existing content in bulk.

How AI helps you create and use this template

Capture faster. When documenting a procedure you already run, describe the process to Elium’s AI in rough steps. It generates a structured first draft — purpose, numbered instructions, prerequisites, verification checks — that you refine rather than writing from scratch.

Retrieve smarter. Once procedures are published, your team asks Elium’s AI: “How do I provision a new laptop for a remote employee?” The AI returns the exact steps, prerequisites, and approval path from your documented procedure — not a generic guide from the internet.

Why teams use Elium for IT procedures

IT procedure documentation is only valuable when people can find and follow it. When agents cannot locate the right document, they improvise — and improvisation introduces errors, security risks, and inconsistency. Elium makes procedures actionable: structured templates keep the format consistent, AI-powered search surfaces the right procedure from a natural question, and expiration dates flag when a document needs review.

VINCI Energies — 97,000 employees across 61 countries — centralised IT procedures in Elium after years of documentation scattered across Word, SharePoint, and Teams. The result: 4,000+ articles maintained by 500+ daily users, with expiration-date governance ensuring procedures stay current as systems and policies change.