Start by using a diagramming app to create a high-level overview of your ITSM architecture. Your diagram should explain how your systems operate so that ITSM team members using the template can easily learn how to follow runbook instructions. Once you’ve made the diagram, type /image to add a screenshot of it to the template.

With your system architecture in place, continue using the template by listing the applications monitoring the service. Make sure to explain the metrics tracked and alerts produced for each application. Once you’ve listed each application, list each known error. You can use the ITSM known errors template to create a detailed report for each.

Now that you’ve added background information to the template, you’re ready to get into the details of the runbook. Use the Troubleshooting section to list the specific steps your ITSM team needs to follow to respond to system alerts. Add documentation links for each step so that team members are equipped to respond to every service and use case.