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I write because I don’t know what I think until I read what I say.
— Flannery O’Connor

Understanding Runbooks, Policies, and Procedures in IT Service Management
2025-08-23 This paper examines the distinct roles of runbooks, policies, procedures, and guidelines in Managed Services Provider (MSP) environments and their collective contribution to effective IT Service Management (ITSM). Runbooks provide technical instructions for operational tasks, policies establish governance frameworks, procedures (or Standard Operating Procedures, SOPs) standardize workflows for com...