By 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
- Read the runbook once at the start of any policy-relevant turn.
- 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)").
- 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