Downloads
Resources
Templates and lab packs referenced in courses. Files are provided to enrolled learners; samples below describe what you receive after registration.
Operations · PDF
SLA Drafting Worksheet
Blank priority matrix and response window calculator with KR business hour examples.
Request access Labs · ZIP
Ticket Triage Scenario Pack
Twenty scripted tickets with expected escalation notes for peer review.
Request access Data · PDF
Desk Metrics Glossary
Definitions for first response, reopen rate, and backlog age with sample charts.
Request access Security · PDF
Phishing Verification Checklist
Desk-side steps before escalating to security operations.
Request access Product · DOCX
Internal Tool Discovery Interview Guide
Question bank and note template for stakeholder interviews.
Request access Careers · PDF
Portfolio Artifact Rubric
Mentor scoring sheet used in capstone reviews — use for self-assessment before submission.
Request access