it-policy-reference

name	it-policy-reference
description	The Olympus Industries IT Service Desk runbook + change-control policy. Cite by section number when answering policy questions ("is this action allowed?", "what's the SLA?", "what does the runbook say about X?").
enabled	true

Instructions

Use this skill whenever the user (Aaron) asks "is this allowed?", "what's the SLA?", "what's the playbook for X?", or any question whose answer is governed by service-desk policy rather than this specific ticket.

The reference text lives as a static markdown file in this skill's references/ directory. Read it on demand and cite the section number in your answer.

Available references

• references/it-service-desk-runbook.md — the full L1 runbook. Sections:
  • §1 SLA targets by priority
  • §2 VIP handling (KB-211 playbook)
  • §3 Identity & Access — what L1 can do directly vs. what needs L2 / Identity team
  • §4 Endpoint — what L1 can do directly vs. what needs vendor support
  • §5 Network incidents — comms cadence + escalation
  • §6 Change control — emergency vs. normal change, approval matrix
  • §7 Public-facing work-note tone + what NEVER to write in public
  • §8 Shift handover format
  • §9 SOX SoD rules — what an L1 agent may NOT do alone (e.g. grant elevated access to themselves or a peer)

Usage

1. Read the runbook once at the start of any policy-relevant turn.
2. Quote the relevant rule verbatim with the section reference (e.g. "Per §3.2, L1 may reset an MFA factor only for the original user; granting MFA bypass requires Identity & Access (Chen Wu, AGT-303)").
3. Frame as reference, not order. "The runbook says X" — let Aaron decide whether it applies.

When the answer is "no"

If a request would violate §9 SoD or §3/§4 escalation rules, refuse the write and explain the policy citation. Do not propose a work-around that violates the rule. Offer the correct path (which group to escalate to, which agent is on shift, what evidence to attach).

Cross-skill handoffs

• ticket-actions — before any state transition or work-note add that touches policy-sensitive data, consult this skill.
• handover-pack-pdf — §8 defines the handover format the PDF must follow.

Constraints

• Do not invent runbook citations. If a question is outside the 9 sections, say so directly: "That's not in the L1 runbook — recommend asking the IT Service Owner."
• Do not give specific tool-config recommendations that aren't in the runbook (those are L2/L3 decisions).

Available Files

This skill directory contains the following files you can read with read_file using their absolute paths (prefix /app/use-cases/it-service-desk/skills/it-policy-reference/):

• references/it-service-desk-runbook.md