# IT password reset SOP template ## How to use this template - Fields written as `[fill in: ...]` are blanks — replace each one with the value for your process. - Lines starting with `>` are guidance, not part of the SOP — delete them once you've filled in the real content. - Recording this process in Ledgerium generates a filled-in version of this SOP automatically. ## Document control - Process owner: [fill in: process owner] - Version: [fill in: version] - Effective date: [fill in: effective date] - Last reviewed: [fill in: last reviewed date] - Approved by: [fill in: approver name or title] ## Applies to / Use when > Who uses it: Help desk agents who handle reset requests, the IT lead who owns the verification policy, and security reviewers who audit access actions. Managers reference it for response targets. > When to use it: Use it when onboarding help desk agents, standardizing how resets are verified across the team, or documenting an access control for a security audit. - Applies to: [fill in: who this applies to in your organization] - Use when: [fill in: when your team should follow this procedure] ## Purpose > Why the procedure exists and the access control it enforces. [fill in: purpose details] ## Scope > Which accounts and systems the procedure covers, and what is out of scope. [fill in: scope details] ## Roles > Who takes the request, who verifies identity, and who performs the reset. [fill in: roles details] ## Procedure > The ordered steps from request to a confirmed, logged reset. [fill in: procedure details] ## Exceptions > How to handle failed verification, locked accounts, and privileged access. [fill in: exceptions details] ## Records > What is logged for the reset and where, for audit and security review. [fill in: records details] ## Worked example — steps from a real recording > Example steps from a real recording — replace with your own. 1. **Receive the request** — Open the reset ticket and confirm the account and requester. 2. **Verify identity** — Confirm the requester’s identity using the approved verification method. 3. **Perform the reset** — Reset the password or unlock the account in the directory. 4. **Deliver securely** — Send a temporary credential by the approved secure channel. 5. **Confirm and log** — Confirm the user can sign in and log the action on the ticket. 6. [fill in: step] 7. [fill in: step] ## Review checklist — common mistakes to avoid - [ ] Leaving the identity verification step vague, which turns a reset into a security risk - [ ] Sending the new credential over an unapproved channel - [ ] Not logging the reset, so there is no audit trail of the access action ## Limitations of this template A template is a starting structure. Your real verification rules and logging steps are captured best by recording an actual reset rather than filling in a blank outline. --- Template: https://ledgerium.ai/sop-templates/password-reset-sop-template · Generated automatically from a real recording, or fill in by hand. Template last updated: June 2026 From Ledgerium recordings: A generated password reset SOP captures the identity verification step exactly as the agent performs it, so it shows where the control is applied, which a quick how-to template usually glosses over. See the full recorded workflow: https://ledgerium.ai/workflow-library/password-reset-workflow