• Platform • Departments • Number of users • Availability • Maintenance Window • Configuration Item • Escalation • Keywords • Related Links

Overview: (Document Title)

Summary: (Provide a high level overview of system/application/tool/etc.)

Functionality:

(Provide specific details on the functionality/purpose)

Platform:

(Provide the hardware and/or software framework -- where the application/software/system is launched from...)

Password support (who provides password resets)

Access Control (Who provides access to the application)

Department(s) Utilizing Service:

(Example: Commercial Banking, Retail Banking, Retail Branches….)

Number of Users:

(Example: Approximately 1000+ users)

Availability:

(Example: Monday - Saturday 7AM – 7PM)

Maintenance Window:

(Example: Sundays: 12PM – 4PM)

Configuration Item: (Used to categorize incidents, Note: for applications check Application Lifecycle)

Escalation:

(Provide support priorities, definitions, actions, functional group(s), and contact details)

Priority	Definition	Action	Functional Group
P1	.	.	.
P2	.	.	.
P3	.	.	.
P4	.	.	.

Contact	Name	Phone	Email
Primary	.	.	.
Manager Escalation	.	.	.

Keywords:

(Name of system/application/tool and any other keyword that would help identify the Knowledge Document during a Knowledge Database search.)

Related Links:

(Related KB articles or links)