Standard Operating Procedures

Step-by-step procedures for service delivery

Overview

SOP library ensuring consistent, repeatable service delivery across all engagements. This directory contains cross-pillar SOPs that apply to all service types.

SOP Inventory by Pillar

PROTECT SOPs (11)

SOP	Purpose	Location
hipaa-gap-sop.md	HIPAA compliance gap assessment	protect/
soc2-gap-sop.md	SOC 2 readiness assessment	protect/
iso27001-gap-sop.md	ISO 27001 certification readiness	protect/
nist-csf-sop.md	NIST CSF maturity assessment	protect/
cmmc-sop.md	CMMC readiness assessment	protect/
pci-dss-sop.md	PCI DSS compliance assessment	protect/
risk-assessment-sop.md	Security risk assessment	protect/
pentest-sop.md	Penetration testing	protect/
security-policy-sop.md	Security policy development	protect/
security-training-sop.md	Security awareness training	protect/
incident-response-sop.md	Incident response	protect/

PLAN SOPs (6)

SOP	Purpose	Location
vcto-vciso-engagement-sop.md	vCTO/vCISO delivery framework	plan/
it-strategy-sop.md	IT strategy development	plan/
tech-roadmap-sop.md	Technology roadmapping	plan/
budget-optimization-sop.md	IT budget optimization	plan/
vendor-selection-sop.md	Technology vendor selection	plan/
ma-due-diligence-sop.md	M&A technology due diligence	plan/

OPERATE SOPs (6)

SOP	Purpose	Location
managed-soc-sop.md	Managed SOC operations	operate/
edr-management-sop.md	EDR management	operate/
vulnerability-management-sop.md	Vulnerability management	operate/
helpdesk-sop.md	Help desk operations	operate/
network-ops-sop.md	Network operations	operate/
cloud-ops-sop.md	Cloud operations (AWS/Azure/GCP)	operate/

INNOVATE SOPs (4)

SOP	Purpose	Location
cloud-migration-sop.md	Cloud migration	innovate/
automation-sop.md	Process automation	innovate/
ai-implementation-sop.md	AI/ML implementation	innovate/
digital-workplace-sop.md	Digital workplace transformation	innovate/

Cross-Pillar SOPs (6)

These SOPs apply to all engagement types and ensure consistent delivery across service pillars:

SOP	Purpose	Location
engagement-kickoff-sop.md	Starting any engagement	sops/
status-reporting-sop.md	Client communication cadence	sops/
deliverable-review-sop.md	Multi-stage peer review process	sops/
engagement-closeout-sop.md	Closing engagements with knowledge transfer	sops/
time-tracking-sop.md	Billing, time capture, budget management	sops/
client-escalation-sop.md	Issue escalation and resolution path	sops/

Cross-Pillar SOP Integration

┌─────────────────────────────────────────────────────────────────┐
│                   ENGAGEMENT LIFECYCLE                           │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│  ┌─────────────┐     ┌─────────────┐     ┌─────────────┐       │
│  │   KICKOFF   │ ──→ │  DELIVERY   │ ──→ │  CLOSEOUT   │       │
│  │  (Gate G1)  │     │ (Gates G2-4)│     │  (Gate G5)  │       │
│  └─────────────┘     └─────────────┘     └─────────────┘       │
│                              │                                   │
│                              ↓                                   │
│  ┌─────────────────────────────────────────────────────────┐   │
│  │                  CONTINUOUS PROCESSES                    │   │
│  ├─────────────────────────────────────────────────────────┤   │
│  │  Status Reporting  │  Time Tracking  │  Escalation Mgmt │   │
│  │  (Weekly/Monthly)  │     (Daily)     │   (As Needed)    │   │
│  └─────────────────────────────────────────────────────────┘   │
│                              │                                   │
│                              ↓                                   │
│  ┌─────────────────────────────────────────────────────────┐   │
│  │                  QUALITY PROCESSES                       │   │
│  ├─────────────────────────────────────────────────────────┤   │
│  │    Deliverable Review (Self → Peer → Tech → QA)         │   │
│  └─────────────────────────────────────────────────────────┘   │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

Quality Gates Across SOPs

Gate	Stage	Primary SOP	Validation
G1	Engagement Start	Engagement Kickoff	Charter signed, RACI defined
G2	Discovery Complete	Pillar-specific SOP	Requirements validated
G3	Deliverable Ready	Deliverable Review	Peer review complete
G4	Client Review	Status Reporting	Client feedback incorporated
G5	Engagement Complete	Engagement Closeout	Sign-off received

SOP Template

# [Service] Standard Operating Procedure

> [Brief description of the service]

**Service Pillar**: [Protect/Plan/Operate/Innovate]
**Service Category**: [Category]
**Engagement Type**: [Project-based/Ongoing Monthly Retainer/As-needed]
**Related Pricing**: See [Pricing & Positioning](../../00-foundation/brand/pricing-positioning.md)

---

## Service Overview

### Purpose
[Why this service exists and what problem it solves]

### Target Personas
| Persona | Primary Pain Point | Value Case |
|---------|-------------------|------------|
| [Persona](../../00-foundation/value-cases/persona.md) | Pain point | Value delivered |

### Business Justification
| Metric | Value | Source |
|--------|-------|--------|
| Metric | Value | [Source Name](URL) |

---

## Pricing Reference

| Project Type | [INTERNAL] Target | [EXTERNAL] Sales Language | Timeline |
|--------------|-------------------|---------------------------|----------|
| Assessment | $X,000-$Y,000 | Starting at $X,000 | X weeks |

**[BENCHMARK] Industry Pricing**:
- Benchmark 1 ([Source](URL))
- Benchmark 2 ([Source](URL))

---

## Pre-Engagement

### Discovery Checklist
- [ ] Requirement 1
- [ ] Requirement 2

---

## Service Delivery Framework

### Lifecycle Diagram

[ASCII diagram showing phases]

---

## Operational Procedures

### Phase 1: [Phase Name]
| Activity | Duration | Deliverable |
|----------|----------|-------------|
| Activity | Duration | Deliverable |

---

## Deliverables

| Deliverable | Format | Description |
|-------------|--------|-------------|
| Deliverable | Format | Description |

---

## Success Metrics

| Metric | Target | Measurement |
|--------|--------|-------------|
| Metric | Target | How measured |

---

## Quality Assurance

### Quality Gates
| Gate | Criteria | Approval |
|------|----------|----------|
| Gate | Criteria | Who approves |

---

## Integration with Other Services

| Service | Integration | Value |
|---------|-------------|-------|
| [Service](./service-sop.md) | How integrated | Value delivered |

---

## Related Services

| Service | Connection | SOP Reference |
|---------|------------|---------------|
| Service | Connection | [sop.md](./sop.md) |

---

## Evidence Base

### Why This Approach Works
| Principle | Evidence | Source |
|-----------|----------|--------|
| Principle | Evidence | [Source](URL) |

---

## References

- [Reference 1](URL)
- [Reference 2](URL)

---

*Last Updated: [Month Year]*
*Version: 1.0*

SOP Maintenance

Activity	Frequency	Owner
Accuracy review	Quarterly	Service leads
Template update	Semi-annual	QA
New SOP creation	As needed	Service leads
Retirement	As needed	Leadership

SOP Standards

Required Sections

All SOPs must include: - Service Overview with business justification - Pricing Reference with industry benchmarks - Pre-Engagement checklist - Service Delivery Framework with lifecycle - Operational Procedures - Deliverables - Success Metrics - Quality Gates - Integration with Other Services - Evidence Base with citations

Citation Requirements

All SOPs must include: - Industry benchmark sources for pricing - Research citations for business justification - Framework references (NIST, ISO, etc. where applicable) - Related SBK documents via relative links

Related Documents

• Quality Assurance
• Service Pillars
• Playbooks
• Pricing & Positioning

---

Cross-Pillar Template Integration

Cross-pillar SOPs integrate with the following templates for consistent branding and execution:

Template	Location	Used By
Weekly Status Report	14-templates/reports	Status Reporting SOP
Monthly Executive Report	14-templates/reports	Status Reporting SOP
QBR Presentation	14-templates/presentations	Status Reporting SOP
Self-Review Checklist	14-templates/documents	Deliverable Review SOP
Peer Review Checklist	14-templates/documents	Deliverable Review SOP
QA Review Checklist	14-templates/documents	Deliverable Review SOP
Client Sign-Off Form	14-templates/documents	Engagement Closeout SOP
Lessons Learned Template	14-templates/documents	Engagement Closeout SOP
Knowledge Transfer Checklist	14-templates/documents	Engagement Closeout SOP
Kickoff Agenda Template	14-templates/documents	Engagement Kickoff SOP
Project Charter Template	14-templates/documents	Engagement Kickoff SOP
Escalation Log Template	14-templates/documents	Client Escalation SOP
Escalation Communication	14-templates/emails	Client Escalation SOP

Brand Integration

All cross-pillar templates follow: - Visual Identity: Brand Assets - Voice & Tone: Brand Voice - Logo Usage: Visual Identity - Document Standards: 14-templates Standards

---

Last Updated: February 2026 Total Pillar SOPs: 27 Total Cross-Pillar SOPs: 6 Total SOPs: 33