Which of the following is included in Standard Operating Procedures (SOPs)?

The inclusion of the incident handling process in Standard Operating Procedures (SOPs) is essential because SOPs are designed to provide clear instructions on how to respond to situations that arise in a support environment. An incident handling process is pivotal in managing and resolving incidents systematically so that the support team can restore services effectively and efficiently. By outlining each step involved in identifying, responding to, and resolving incidents, organizations can ensure consistency and quality in their service delivery.

The incident handling process directly contributes to improving response times and reducing the impact of incidents on the business and its customers. SOPs serve as a reference for team members to follow during incidents, ensuring that critical actions are taken without delay or confusion. This not only aids in efficient incident resolution but also facilitates training and onboarding for new staff, creating a standardized approach to managing incidents that aligns with organizational policies and best practices.