Fixify Standard Playbooks: IT’s missing operating system

If you’ve ever built and run a help desk, you know the feeling: stuck on a treadmill that never stops — always moving, never ahead — digging out from the pile of tickets that land day and night, praying for the mythical ‘zero-ticket day.’

It’s messy. Every ticket feels different. Three analysts, three different answers. End users notice. Consistency slips, and trust erodes.

The cruel irony? Everyone knows documentation could fix this. But who has the time? When you’re buried in tickets, writing SOPs is the last thing on your mind.

As if that weren’t enough, leadership is pushing harder than ever — “AI for efficiency! More automation!” But AI without documentation is like trying to drive a car without gas. You’re not going to get anywhere.

So the question is: where do you even begin?

We built Fixify Standard Playbooks – a library of prebuilt SOPs and workflows – to give you a springboard into IT automation. 

What do Fixify Standard Playbooks do?

Fixify Standard Playbooks are living procedures. Real workflows stitched together from real tickets, real end users, and, most importantly, real experiences. They’re the operating system IT needs — not another dusty binder of static checklists sitting on the shelf.

So what do you get? A growing library of 40+ playbooks on a range of topics: various application specific password resets, OS troubleshooting, VPN issues, onboarding, offboarding, and more. Each comes with a ready-made procedure. Mac or Windows? Covered. Okta MFA resets? There’s a playbook for that too. Different systems, different steps. The playbooks capture the nuances, so you don’t have to.

It doesn’t stop there. As Fixify rolls out new integrations and use cases, the library keeps growing. Every new integration, every new customer, every edge case feeds back into the playbooks so they evolve with you. 

And they’re the engine behind Fixify. Our analysts and their AI Sidekicks use them every day to resolve tickets with speed and confidence. A ticket comes in. The Sidekicks identify the right playbook based on context — system, issue, history — and trigger the automations inside it. Playbooks are tested by our analysts every day, refined through feedback, and improved in production — so analysts always get clear guidance and end users get faster, more reliable resolutions.

So you’re not just getting a library. You’re getting the fuel for AI and automation, and relief for analysts.

What’s cool about Fixify Standard Playbooks

Five reasons this is harder than it looks

On paper, Fixify Standard Playbooks sound simple: write down some steps, wrap them in a template, and call it done.

But it’s harder than it looks. If you want playbooks that actually work in the heat of IT, here are some of the tensions we had to wrestle with:

1. Consistency vs. customization

Every customer is unique — custom tools, workflows, compliance quirks. But the reality is 80% of tickets follow the same patterns. The trick? Capturing that repeatable 80% in a standardized way, while still leaving room for the 20% that’s customer-specific nuance. Too rigid, and customers push back. Too loose, and efficiency falls apart. Getting that balance right took iteration after iteration.

2. Humans + automation working together

Playbooks are more than documentation. They’re orchestration. They give Sidekicks the guidance to trigger the right steps, automatically — while giving analysts the context to handle exceptions, edge cases, and troubleshooting that bots can’t touch. Designing that handoff — where human judgment and automation meet — is one of the trickiest, and most deliberate, parts of the system.

3. Adoption is everything

A playbook that sits on a shelf is useless. So we built them into the flow of work: Ask Sidekick calls on our triage agent and is reinforced by our coaching Sidekick. The more useful playbooks become, the more impact they have across Fixify — and the experiences we deliver.

4. Context matters

Steps alone aren’t enough. Analysts need to know why something matters for a specific customer: their business hours, compliance sensitivities, history of issues. We designed playbooks to surface this alongside the procedure, so analysts don’t waste time hunting.

5. Picking the right battles

We didn’t try to boil the ocean. Instead, we focused on the sharpest pain: high-frequency tickets, high-risk categories, high-frustration issues. Password resets, MFA, onboarding, offboarding, laptop failures. By starting where analysts and end users lose the most time, playbooks solve from day one.

Closing thought

AI and automation promise a lot — but they only work when the foundation is solid. Fixify Standard Playbooks give you that foundation, from day one.

Not dusty templates that only get you halfway there. Living playbooks — tested in the field, trusted by analysts, powering automation, and felt by end users.

Want to see how it works in practice? Join our October 2 webinar, Can AI actually work without an IT knowledge base?, to find out.