During remote-worker onboarding, you often spend extra time walking junior technicians through installing a proprietary VPN client. To eliminate mistakes and ensure every technician follows the same sequence of tasks, management asks you to draft a formal document that lists each step in order. Which type of document best meets this need?
Publish a knowledge base article that lists common VPN error codes.
Create a standard operating procedure that documents the VPN client's installation steps.
Fill out an incident report describing a recent VPN authentication failure.
Negotiate a service-level agreement specifying VPN uptime targets.
A standard operating procedure (SOP) is a detailed, step-by-step set of written instructions that describes exactly how to perform a recurring task so it is completed the same way every time. Creating an SOP for the VPN client's custom installation gives all technicians an authoritative checklist to follow. A knowledge base article is generally shorter and focused on troubleshooting tips, an incident report records a specific security or service disruption, and a service-level agreement defines performance expectations between parties. None of these other documents provide the required step-by-step installation instructions.
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What is a Standard Operating Procedure (SOP)?
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How is a knowledge base article different from an SOP?
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Why wouldn’t an incident report or SLA be suitable for this situation?