it-policy-reference

## 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). <!-- skill-files --> ## 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`